AccountId: 011433970860
ContactId: a4398662-81ea-4da6-acc5-a50f713b5416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188419 ms
Total Talk Time (AGENT): 71665 ms
Total Talk Time (CUSTOMER): 54372 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a4398662-81ea-4da6-acc5-a50f713b5416_20250107T17:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I need to make a change of address on my account please.
[AGENT][POSITIVE] Yeah, I'd love to help you do a change of address, my friend. Can I have your name and the policy number please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01066911.
[AGENT][POSITIVE] Perfect. And give me just a moment to get that pulled up.
[AGENT][POSITIVE] Thank you so much. And could you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you so much and before I make any changes can you verify for me the mailing address we have on file?
[CUSTOMER][NEUTRAL] Mailing address you have on file is [PII].
[AGENT][POSITIVE] Wonderful I really appreciate that and would you also go ahead for me and verify just the phone number on file in the email?
[CUSTOMER][NEUTRAL] Uh, might be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] Perfect, is that a good number to call you back on if we got disconnected, my friend?
[CUSTOMER][NEUTRAL] Actually the same number but ending in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to go ahead and update the number as well today on file or do you like to keep it as is?
[CUSTOMER][NEUTRAL] No, keep it as is if you don't mind please.
[AGENT][NEUTRAL] Can do. Thank you, thank you. And what is the new address we're going to be putting in today?
[CUSTOMER][NEUTRAL] It's exactly the same. It's just the apartment number has changed from [PII] to [PII].
[AGENT][NEUTRAL] Alrighty, so give me one second.
[AGENT][NEUTRAL] [PII] you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] I do have that.
[AGENT][POSITIVE] Saved for you and then is there anything else I can do for you my friend?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right well I've got that saved. If there's anything else you need, please don't hesitate to give us a call and we'll take care of you.
[CUSTOMER][POSITIVE] Thank you so much. [PII].
[AGENT][POSITIVE] Happy [PII] year to you. Thanks for calling APL you take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.