AccountId: 011433970860
ContactId: d1795809-9411-4378-902b-777f81dba22f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378029 ms
Total Talk Time (AGENT): 102650 ms
Total Talk Time (CUSTOMER): 204465 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d1795809-9411-4378-902b-777f81dba22f_20250415T12:42_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling to uh update my address, uh, with, with you guys.
[CUSTOMER][NEUTRAL] And most
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Would that be the group number uh or which the
[AGENT][NEUTRAL] The policy cert number?
[AGENT][NEUTRAL] Go a little bit down, down further on your card.
[CUSTOMER][NEUTRAL] I, I have hospitals, uh, in hospitals benefit cer certification number and outpatient benefit certification number which one.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] Either one of those numbers.
[CUSTOMER][NEUTRAL] OK. Uh 02465618. M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me a moment to pull up your policy.
[CUSTOMER][NEUTRAL] 1,011,010,110.
[CUSTOMER][NEUTRAL] Just I
[CUSTOMER][NEUTRAL] 1011 ma'am.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] 10,110.
[AGENT][NEUTRAL] Verify your date of birth and your um give me your old address and then we'll update it to the new one.
[CUSTOMER][NEUTRAL] Yes, um, OK, my date of birth is [PII], and the old address is [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you for that and now go ahead and give me your current address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It uh initiated a fire call for a [PII] male that injury.
[CUSTOMER][NEUTRAL] Otherwise the truck drivers through the middle.
[CUSTOMER][NEUTRAL] Object to patient hit around the head.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] I'm on the direction of travel.
[AGENT][NEUTRAL] Few more minutes.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 2075
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Alright, so we have your address updated and um anything else I can help with today?
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][NEUTRAL] Uh, no, that's basically all I needed, um, to change the, uh, I mean update the address, that's it.
[AGENT][POSITIVE] OK, alrighty well if no other questions, thank you for calling APL and have a good day, [PII].
[CUSTOMER][NEUTRAL] For 6 months so.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Oh, [PII], and by the way, you, you have a different policy number than what you gave me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, maybe I'm not sure if I received uh.
[AGENT][NEUTRAL] The one, the one that you get.
[AGENT][NEUTRAL] The uh another card, yeah, um, effective [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead, I'm sorry.
[CUSTOMER][NEGATIVE] Do better.
[AGENT][NEUTRAL] Looks like you have a different policy number. Are you able to write it down or?
[CUSTOMER][NEUTRAL] I could, yeah, uh, what is it? Mhm.
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 262653.
[AGENT][NEUTRAL] And you can download a copy of the ID card from our online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can go on the portal and, and, and print that out um so it's 2502653 and that applies to, to everyone in the policy, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct, can you verify your dependent on the plan?
[CUSTOMER][NEUTRAL] 211.
[CUSTOMER][NEUTRAL] Sure, uh, [PII] and also [PII].
[AGENT][NEUTRAL] OK, that's who we show on the record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the card is just gonna show um uh family coverage. It won't list each person's name, only your name will be on the card.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] That's fine. That's fine. That's, I believe that's how it's it's been, but yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct. OK. All right. Anything else?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Uh, that's it then. Uh, I download the, uh, the new parts. Thank you. You too.
[AGENT][POSITIVE] All righty. Well
[AGENT][POSITIVE] OK. All right, well thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] I