AccountId: 011433970860
ContactId: a224a239-c757-4466-b9bb-9c6bd6270df6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273160 ms
Total Talk Time (AGENT): 92877 ms
Total Talk Time (CUSTOMER): 129170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a224a239-c757-4466-b9bb-9c6bd6270df6_20250203T21:02_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling MTL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, um.
[CUSTOMER][NEUTRAL] The change of address I need to get done.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. Now do you have, are you calling for the from the group or is this your account? I mean your policy?
[CUSTOMER][NEUTRAL] Uh, this is just the number they just sent me, uh, this I guess is my policy on my just uh they sent me a letter just now about a claim and the number was on it so I called it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEGATIVE] I'm trying, we're trying to get everything changed over and we're having a lot of trouble. The banks have to override their system and uh I try to do stuff online and it won't, it won't let me do it. It'll say.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, OK, yes, ma'am. We can get that fixed.
[CUSTOMER][NEUTRAL] So we've been having to go in each, each bank and um
[CUSTOMER][NEGATIVE] They have to override. It's, it's been headache.
[AGENT][NEUTRAL] You're right. Yes. I, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Policy number, yes sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shirts on here let's see uh.
[CUSTOMER][NEUTRAL] Policy number, yes, 00.
[CUSTOMER][NEUTRAL] 70.
[CUSTOMER][NEUTRAL] 5163
[AGENT][NEUTRAL] OK, and what is your name, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind verifying your birthday, um, and the address that, the old address for me?
[CUSTOMER][NEUTRAL] OK, my birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the um the old address is [PII].
[AGENT][NEUTRAL] Is that um zip code [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII], yeah, yes.
[AGENT][NEUTRAL] OK, thank you, Miss [PII] and also do you mind if I get a call back number from you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and will you also verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am, that's what we show. OK, um, now I can update your address, um, so what do you need it to today?
[CUSTOMER][NEUTRAL] It needs to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is in [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, I missed that 2nd number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it wants to pull up [PII].
[CUSTOMER][NEUTRAL] [PII], but it is our address is not actually [PII].
[AGENT][NEUTRAL] OK, yes ma'am. OK.
[AGENT][NEUTRAL] OK, now I do have that updated to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, that is updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, will that fix?
[CUSTOMER][NEUTRAL] Sounds good. I know the banks, our banks was having lots of trouble. They were having to
[CUSTOMER][POSITIVE] Override their system and everything, but, but that's good. I'm glad it came up.
[AGENT][POSITIVE] Oh goodness. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, so I guess that's all I need to do now.
[AGENT][POSITIVE] Exactly
[AGENT][NEUTRAL] OK, OK, I can I do anything for you though? I mean, you said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it, that's it, um.
[CUSTOMER][NEUTRAL] I see it.
[AGENT][POSITIVE] Well you have a good day, Ms. [PII], and thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] You, you too.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye