AccountId: 011433970860
ContactId: d7205b7b-bd2d-46ee-a2ab-139c3a5d6efb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154419 ms
Total Talk Time (AGENT): 72638 ms
Total Talk Time (CUSTOMER): 67460 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d7205b7b-bd2d-46ee-a2ab-139c3a5d6efb_20250206T17:44_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APO this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, how you doing? Uh, I don't know if you need, um, a group number or whatever, but what I need to do is an address change.
[AGENT][NEUTRAL] OK, um, yes, I can go ahead and change your address. Um, may I have your name and a callback number just in case we get disconnected first?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Miss [PII]. And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy certificate number is 971103.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And I need to verify um your date of birth, the mailing address we have on file, and the email address for the verification.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said the email address you should have the [PII] and what else you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can, yes, mhm.
[CUSTOMER][NEUTRAL] My old address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get ready to change our address, bear with me.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Yeah, OK, what is that new address? That's awesome.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Same city and state, same zip.
[AGENT][NEUTRAL] OK. So uh the mailing address is [PII].
[CUSTOMER][NEUTRAL] Right, I no longer reside at the other address so you can take it out.
[AGENT][NEUTRAL] So you want me to put the mailing address for both mailing and physical? OK. Mm.
[CUSTOMER][POSITIVE] Yes, until I get, yes ma'am.
[AGENT][NEUTRAL] OK, no problem. All right, let me go ahead and change both of those.
[CUSTOMER][NEUTRAL] Yeah, because they know
[AGENT][NEUTRAL] All right, it's been changed. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And that will be it right now. I appreciate your help. Thank you very much.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day. You as well, Miss [PII]. Have a good day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.