AccountId: 011433970860
ContactId: c8125a8a-7539-4c4c-8407-49d6d2e882a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271109 ms
Total Talk Time (AGENT): 90936 ms
Total Talk Time (CUSTOMER): 90087 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c8125a8a-7539-4c4c-8407-49d6d2e882a8_20250327T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I wanted to change my address on my policy. I recently moved.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with address change. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Um, my last name as well?
[AGENT][NEUTRAL] Uh, just your policy number if that's OK.
[CUSTOMER][NEUTRAL] OK. And then my policy number is um 0245.
[CUSTOMER][NEUTRAL] 6653.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] I'm going to need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then, what is the address that we have now on your policy?
[CUSTOMER][NEUTRAL] Right now the address that should be there is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your email address and phone number?
[CUSTOMER][NEUTRAL] So my email address is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you ma'am and if our call is disconnected, can I call you back at the number that you just provided for me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what would you like your changed address to be?
[CUSTOMER][NEUTRAL] So it should be one of my former addresses.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you can see it on there, but.
[AGENT][NEUTRAL] I, I can't.
[CUSTOMER][NEUTRAL] The one.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's the zip code one more time please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look, let me get that changed for you real quick. No apartment number this time?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No no apartment number this time.
[AGENT][NEUTRAL] OK. I think I got it changed, but I'm gonna do it one more time, make sure it's stuck.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And go back and double check.
[AGENT][NEUTRAL] OK, I've got you [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I've got you all fixed up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And I can confirm that I see it on my end as well. Um, that would be everything.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] OK, Ms. [PII], you're very welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.