AccountId: 011433970860
ContactId: 9cae960d-08a5-4b06-8bc7-7300f6127e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143550 ms
Total Talk Time (AGENT): 64625 ms
Total Talk Time (CUSTOMER): 57895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9cae960d-08a5-4b06-8bc7-7300f6127e2d_20250218T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I don't know if you need my certificate number or what do you need for me to pull up my account.
[AGENT][NEUTRAL] Sure, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK, thank you and then uh if you've got that policy number I can go ahead and take that.
[CUSTOMER][NEUTRAL] 971103
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] OK, that's what I'm calling you to change my address.
[AGENT][NEUTRAL] OK, um, so the address I currently have is a uh [PII].
[CUSTOMER][POSITIVE] Oh, that's perfect because [PII].
[AGENT][NEUTRAL] Yes, and is it [PII]?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that is correct because what I, what happened is I got some mail last week, and it had my old address on it. They had to forward it to the PO box.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00, I see. So yeah, I just got to make sure that everything's all squared away, um, OK, well, awesome, um, can we go ahead and verify if you don't mind, um, the email address we've got for you that's correct. That's got a it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, be lost on [PII] ma'am.
[AGENT][NEUTRAL] OK, so all of this is correct?
[CUSTOMER][NEUTRAL] Yes ma'am, so all of my correspondence will go to the PO box from now on, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, I'm curious as to why I got it at the old address.
[AGENT][NEGATIVE] I'm not sure that is what we've got for you.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] Yes ma'am, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it, yeah, thank you.
[AGENT][POSITIVE] OK, yes ma'am, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.