AccountId: 011433970860
ContactId: a4469dd2-ea81-48f3-afce-a8c3f3d0f9df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182839 ms
Total Talk Time (AGENT): 66665 ms
Total Talk Time (CUSTOMER): 82818 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a4469dd2-ea81-48f3-afce-a8c3f3d0f9df_20250522T17:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] Hey hon, what you got for me?
[CUSTOMER][NEUTRAL] Um, um, I have, uh, a customer. She just called and, um, I did her credit card payment. Um, she's an individual, um, does took her credit card payment for a quarterly, and she said that she needs to change her address. Is that something that she can do over the phone, or is it like groups where they have to like send it in writing for you to change the address?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, hon, we can take that over the phone. That's one of those easy peasy ones. What's the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is let me go back to my screen.
[CUSTOMER][NEUTRAL] 637237
[AGENT][NEUTRAL] And what's your callback number?
[CUSTOMER][NEUTRAL] And what's your number? It is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I've got Miss [PII].
[CUSTOMER][NEUTRAL] And she was already verified.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Thank you. You're welcome. I'll send it over now.
[CUSTOMER][NEUTRAL] Hi, are you still there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I have uh Ms. [PII] in the customer service team. She's gonna get that address changed taken care of for you, OK? OK thank you thank you. You're welcome you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, fine, how are you?
[AGENT][POSITIVE] I'm doing well thanks for asking. I got the information pulled up and the representative that transferred you stated that you needed to update your address.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what's your new address, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Give me just a second. I'm gonna repeat everything, make sure we have it correct. So that's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] That's right, [PII]. That's correct.
[AGENT][NEUTRAL] Yeah, [PII]. All right, I've updated your address, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.