AccountId: 011433970860
ContactId: 9d75fda7-f610-4464-9b88-5c736029d4e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209080 ms
Total Talk Time (AGENT): 67583 ms
Total Talk Time (CUSTOMER): 105355 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9d75fda7-f610-4464-9b88-5c736029d4e1_20250319T21:50_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Alright, um, I'm noticing that I'm getting mail from you guys and I noticed that the address that you guys have me down for is incorrect. I guess the mail person is like circling, you know, he's delivering it to me, but he's circling, um, the address like telling me to take care of it so I just got another email from you guys yesterday and I said let me make sure I call you guys so you could fix my my address and have the correct address.
[AGENT][POSITIVE] OK, uh, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, my name is [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII] and my call back number will be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Sure, the policy number is um.
[CUSTOMER][NEUTRAL] 02344566
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] Thank you. And may I have um the mailing address we have on file just for verification.
[CUSTOMER][NEUTRAL] Yeah, you have [PII] City of [PII], State of [PII]. It should be [PII]. The 46 should be a 4 [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Let me go ahead and change that, bear with me.
[AGENT][NEUTRAL] OK, so everything else is still the same. So it's [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] In [PII]. OK. Alright.
[CUSTOMER][NEUTRAL] Right, yeah, everything's the same, but the, the 6 should have been the 4.
[AGENT][NEUTRAL] OK, I'm sorry for that. OK, um, let me make sure I did change. One moment, let me go back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it has been updated.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I'm sure the male person will be happy now because she keeps on circling and she keeps on writing down [PII], she keeps on circling. I'm like, oh my gosh, she's.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Send me all these statements and I just, just yesterday I said take care of it now, you know, call them and do it because otherwise, that, that probably could just turn around and you know, be returning them to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] So it was not but OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] You have a good afternoon. You're welcome. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Yeah.