AccountId: 011433970860
ContactId: bf80154c-2458-453a-b689-d54ef38afa64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232169 ms
Total Talk Time (AGENT): 65393 ms
Total Talk Time (CUSTOMER): 109918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/bf80154c-2458-453a-b689-d54ef38afa64_20250213T13:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to change my address, please.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Check date on policy number 02337183.
[AGENT][POSITIVE] Thank you and what is a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII]. My old address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like a work email address we may have on file.
[CUSTOMER][NEUTRAL] My working address?
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry I meant your email address. It's different than what you gave.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Let me give it to you, my uh [PII].
[AGENT][NEUTRAL] Yeah, that is the one that we show on file for you. You wanna leave it at that one?
[CUSTOMER][NEUTRAL] No, put my personal.
[AGENT][NEUTRAL] OK, can you give me that one more time, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what's your new address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the address that I currently show on file for you, so it's already been updated.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, oh, because I got a letter on the old address.
[AGENT][NEUTRAL] From whom?
[CUSTOMER][NEUTRAL] From IPF
[AGENT][NEUTRAL] When did you receive the letter?
[CUSTOMER][NEUTRAL] The date
[CUSTOMER][NEUTRAL] Maybe it's an old mail that I got.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So you have [PII]
[CUSTOMER][NEUTRAL] OK. So it's done, right?
[AGENT][NEUTRAL] Mhm. Yes. I have your your current address on file.
[CUSTOMER][NEUTRAL] I don't know what will happen.
[CUSTOMER][NEUTRAL] Yeah, because my company transfer.
[CUSTOMER][NEUTRAL] Right, I think they did it after we received this.
[AGENT][NEUTRAL] Uh, looks like we received an email on the [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] To update your, your mailing address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you. Bye bye. Have a good day.
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] All righty, anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, thanks, Miss [PII] for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.