AccountId: 011433970860
ContactId: c94d6d7d-e9d8-4316-840e-82196cf8e80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148360 ms
Total Talk Time (AGENT): 62312 ms
Total Talk Time (CUSTOMER): 53950 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c94d6d7d-e9d8-4316-840e-82196cf8e80a_20250312T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need to get my address changed. I've moved.
[AGENT][POSITIVE] OK, I'm happy to change an address for you today. Can I get your policy number?
[CUSTOMER][NEUTRAL] I knew you were gonna ask that it's not on this letter.
[AGENT][NEUTRAL] That's OK. um, I can look by your name or social, whichever you prefer.
[CUSTOMER][NEUTRAL] OK. Um, my name, last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII], [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Give me just a moment here. Let me take a look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what would be the address we currently have on file?
[CUSTOMER][NEUTRAL] Probably [PII].
[AGENT][NEUTRAL] OK, yeah. And then it looks like the email is [PII]. Is that still good for you too?
[CUSTOMER][NEUTRAL] Yes, that's still the same.
[AGENT][NEUTRAL] Alright, what is the new address we need to update this to?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip just to confirm again, um was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] Oh, I'm sorry. Sorry about that.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, how I, I heard 9.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] That's OK. I'm a little congested, so that's not good to me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Lovely allergies.
[AGENT][NEGATIVE] Yeah, they've been terrible.
[CUSTOMER][NEGATIVE] Oh, horrible.
[AGENT][POSITIVE] All right. Well, I have got this all updated for you. Is there anything else that we can help with here today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate it. That's all I needed today.
[AGENT][POSITIVE] Alright sounds good well thanks for calling have a good one.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.