AccountId: 011433970860
ContactId: c56e0720-ee57-48a9-a37b-82ea084d2916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142940 ms
Total Talk Time (AGENT): 52280 ms
Total Talk Time (CUSTOMER): 58172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c56e0720-ee57-48a9-a37b-82ea084d2916_20250501T14:16_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi, I just need to change the address on my account please.
[AGENT][NEUTRAL] OK, I can help you with the address change. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, 228-657-2.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, the mailing address we have on file, and the email address and then we can change it.
[CUSTOMER][NEUTRAL] OK, uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII], and what was the other question?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And what is the new address you'd like me to update it to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, so I have updated that for you. And [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] If you could, it looks like a typo, um, also in my phone number I have the, the phone number is correct, but under the cell number it says [PII].
[CUSTOMER][NEUTRAL] And it should be [PII] as well.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what I see online anyway.
[AGENT][NEUTRAL] Oh, here it is and change it to [PII]. OK.
[CUSTOMER][NEUTRAL] Rao, that's all you can help me with today.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.