AccountId: 011433970860
ContactId: cfa7f3d5-659e-4b45-b8b1-69233e79b85c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359450 ms
Total Talk Time (AGENT): 128187 ms
Total Talk Time (CUSTOMER): 127456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cfa7f3d5-659e-4b45-b8b1-69233e79b85c_20250512T18:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to check my address on all my stuff there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is one of the policy numbers, please?
[CUSTOMER][NEUTRAL] Can you look it up on my social security number?
[AGENT][NEUTRAL] I can give me one moment to go to that screen.
[CUSTOMER][NEUTRAL] Sorry, I don't have it and I'm at work.
[AGENT][NEUTRAL] That's fine. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What else did you want?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] OK, email address is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So that's [PII] and the address?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] [PII]. OK, give me one moment because I do see one that has a Hotmail.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that's an old one.
[AGENT][POSITIVE] OK, I can change that for you.
[CUSTOMER][NEGATIVE] I don't even, I, I can't even get into that one anymore.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um, and do you have a?
[CUSTOMER][NEUTRAL] Kind of like it went it went to.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] I'm sorry, I was gonna ask, do you have a callback number in case our call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And you say you're needing to change your mailing address, correct?
[CUSTOMER][NEUTRAL] Yeah, I need to make sure the right one's on file because um.
[CUSTOMER][NEUTRAL] I had some mail code to a wrong address, but it's not a big deal. I know the people there and they're getting it to me.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, verify your mailing address so we can make sure we have it correct in the system.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I [PII] in
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the zip code [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what's the name of the city?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh spell that for me, so I don't misspell that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. OK. Uh, show a different address and
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so your current address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you so much.
[AGENT][POSITIVE] OK, yes, ma'am. I will, I will, um gonna update your address for you. Uh is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] You're fine, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I don't think so.
[CUSTOMER][NEUTRAL] I don't know what they received. I know they're it.
[CUSTOMER][NEUTRAL] Every so often I get like a little check or something. I don't know what it was. They said it looked like there was a check in it. I don't know.
[AGENT][NEUTRAL] Uh, let me see if we processed anything recently.
[AGENT][NEUTRAL] Um, I guess on the [PII].
[AGENT][NEUTRAL] That's the only time I show we had a claim that we process and pay and a check was sent out to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I have uh updated your mailing address.
[CUSTOMER][NEUTRAL] OK, that's fine, and I appreciate that. And are you showing my life insurance? I've got a life insurance policy through you guys.
[AGENT][NEUTRAL] Um, I show you have a limited medical plan, but I don't show any life policies with our company.
[CUSTOMER][NEUTRAL] OK, it might be with another one that I've got.
[CUSTOMER][NEUTRAL] I've got too many of them. I don't know which is what anymore.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Uh, you probably can contact your employer and they can verify who you may have life insurance with.
[CUSTOMER][NEUTRAL] Yeah, I can't remember who it's through. I thought it was through you guys whenever they came out the last time. I'm not sure. I'll have to look at my pay stub. It's on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] OK. Well, uh thank you so much for calling APL, Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye.