AccountId: 011433970860
ContactId: a4e4694e-4cd8-4f55-a4c1-df9e495169ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445559 ms
Total Talk Time (AGENT): 86264 ms
Total Talk Time (CUSTOMER): 185299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a4e4694e-4cd8-4f55-a4c1-df9e495169ba_20250318T18:59_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so how are you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes.
[CUSTOMER][NEUTRAL] Uh, let me give you the policy number, and we need to change your address.
[AGENT][NEUTRAL] Is this
[AGENT][NEUTRAL] OK, I'll change your address. All right. And may I have uh the policy number and your name?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 658 8.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the address?
[CUSTOMER][NEUTRAL] The the address it was.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Morris Farm Drive, Jamestown, NC 27852.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The address
[CUSTOMER][NEUTRAL] The address I want to change right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me know when you're ready to give you my address.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is when uh
[CUSTOMER][NEUTRAL] One word
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't even know.
[CUSTOMER][NEUTRAL] Drive, I guess, uh, no, no, uh, Lane, no, no, [PII], yeah, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] A A like Apple.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. And the apartment is just [PII], it doesn't have any numbers?
[CUSTOMER][NEUTRAL] That's it. [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. OK. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can.
[AGENT][NEUTRAL] OK. So let me go ahead and I need to also transfer you over to Benefits in a car so you can change with them, OK? Because if I change here and you don't change with them, it may change back to the old address, OK? So let me go ahead and get them on the line so you can give them the information of the new address as well, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, uh, let me ask you, did you send all the cards for him or not yet?
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The card, insurance card, yeah.
[AGENT][NEUTRAL] Cards
[AGENT][NEUTRAL] Yes, they went out on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let me go ahead and get benefits in a card uh in the line for us, OK, so you can change the address with benefits in a card as well, OK? One moment.
[CUSTOMER][POSITIVE] I think they release the good ticket, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] And they.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi yeah, [PII]. I wanna change the address.
[CUSTOMER][NEUTRAL] OK, so you wanna update your address?
[CUSTOMER][NEUTRAL] Yes, changing the address.
[CUSTOMER][NEUTRAL] OK, what's the staffing agency you work for?
[CUSTOMER][NEUTRAL] The resources
[CUSTOMER][NEUTRAL] Of the resource
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the last 4 of your social?
[CUSTOMER][NEUTRAL] I think [PII]. I think [PII] right this one?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, is it [PII]?
[CUSTOMER][NEUTRAL] What was the first and last name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I don't have a member under that that last four of the social.
[CUSTOMER][NEUTRAL] Hold on, hold on. [PII]. Sorry.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And your first and last name again?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] And for security purposes can you verify the address you put down for the resource company including city, state and zip code?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what's the new address so I can go ahead and update it? When you want.