AccountId: 011433970860
ContactId: a9a5f382-64ec-479d-8573-44f0585fcc94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203149 ms
Total Talk Time (AGENT): 90028 ms
Total Talk Time (CUSTOMER): 75905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a9a5f382-64ec-479d-8573-44f0585fcc94_20250314T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, care. Uh, this is [PII].
[CUSTOMER][NEUTRAL] And I need to make an address change this morning.
[AGENT][NEUTRAL] Sure I can get that address updated for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh, can you repeat that again? I couldn't hear.
[AGENT][POSITIVE] Oh sorry about that um can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] 523
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do it's uh 42429.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 837.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get the mailing address that we currently have for y'all?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] CNC Lane.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I've got a different address for you. Um, I've got one that's in uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right, that's, I moved to [PII], right? I, I just wanting to change it from South.
[AGENT][NEUTRAL] OK, so the current address we have is that right? the one in [PII]?
[CUSTOMER][NEUTRAL] I moved. I don't, I no longer live there. I live here in [PII].
[AGENT][NEUTRAL] OK, OK, what was that current address?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] CNC Lane.
[CUSTOMER][NEUTRAL] Smithville, Mississippi.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is uh let's see, so as you are not the policy holder [PII], I have that as Greta is she available that I could speak with her?
[CUSTOMER][NEUTRAL] She's deceased.
[AGENT][NEUTRAL] OK, um, did you send us that information?
[CUSTOMER][NEUTRAL] Uh, uh, I'm not sure. Uh, she, she passed away a couple of years ago.
[AGENT][NEUTRAL] OK, so before.
[AGENT][NEUTRAL] OK, OK, so we would need that death certificate, [PII], whenever you're able to, um, I'm not able to make any changes as she is the policy holder and that's what we have right now so if you can get us that death certificate, um, then we'll be able to make you, of course, the policy holder and then we can get that information changed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what I do just send it to you or what?
[AGENT][NEUTRAL] Yes sir, um, so I have a I have a mailing address, a fax number or an email.
[CUSTOMER][NEUTRAL] Sho
[CUSTOMER][NEUTRAL] OK, is the fax [PII]?
[AGENT][NEUTRAL] That is a fax number of ours, yes sir.
[CUSTOMER][POSITIVE] OK, I got it thank you.
[AGENT][NEUTRAL] You're welcome. Uh, but is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, that's all right now I guess.
[AGENT][POSITIVE] Alright, yes sir. I hope you have a great rest of your day. Thanks for giving us a call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.