AccountId: 011433970860
ContactId: a7b38761-dcfe-466e-acab-c0b94389954b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154009 ms
Total Talk Time (AGENT): 79533 ms
Total Talk Time (CUSTOMER): 56475 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a7b38761-dcfe-466e-acab-c0b94389954b_20250123T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is uh [PII], and I'm calling regarding, I need to make an address change to the, my billing address, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is, it's here, uh, group, the group number, is that it?
[AGENT][NEUTRAL] It's gonna be the, is it for your individual policy?
[CUSTOMER][NEGATIVE] Yeah, for my, for no, for my business.
[AGENT][NEUTRAL] Oh, for your business, what is the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the group number is 25085.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the group name?
[CUSTOMER][NEUTRAL] Uh, it's called GJ PJ Holdings LLC.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What was the old address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. So in order to change the address for the company, you can send that in an email to our care team and they'll take care of that. It has to go to a different department, but I can give you that email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] So it cannot be done on the phone, huh?
[AGENT][MIXED] Unfortunately I can't do that on the phone, but if you send that through a document by email we can get that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So our email address is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. And OK, and then that's, they will change the the mailing address and uh.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] My address and phone number there, is that correct?
[AGENT][POSITIVE] That is correct. If you'll just put that in an email that you need to update um the address and phone number and we'll be happy to get that taken care of for you.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] It's been a pleasure to assist you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a great day.
[AGENT][POSITIVE] And thank you for calling APL. You have a great day as well. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm Bye.