AccountId: 011433970860
ContactId: d2af1bc3-19b9-433c-9810-ba991d6a0d4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222580 ms
Total Talk Time (AGENT): 42445 ms
Total Talk Time (CUSTOMER): 72363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d2af1bc3-19b9-433c-9810-ba991d6a0d4d_20250102T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to change my address. It looks like I don't have the option to do that on the website.
[AGENT][NEUTRAL] Yeah, and do you handle that for you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Let me just grab that. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 02475814.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, [PII]. Give me a second to pull up your file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you could verify your date of birth, your mailing address, and a, an email address that's on file for you.
[CUSTOMER][NEUTRAL] Uh yes, date of birth [PII]. Email is my name [PII] [PII] and then my previous old address is [PII].
[AGENT][NEUTRAL] OK, and you wish to change your address to?
[CUSTOMER][NEUTRAL] Yes, this summer I moved to the new address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me a moment to get this updated for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we have your address updated to [PII].
[AGENT][NEUTRAL] Do you have any other questions we can assist with today?
[CUSTOMER][POSITIVE] All right. Yup, that's correct.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh bye bye.