AccountId: 011433970860
ContactId: de4f51b5-d26d-43e5-a786-9485b12796f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186550 ms
Total Talk Time (AGENT): 76172 ms
Total Talk Time (CUSTOMER): 67606 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/de4f51b5-d26d-43e5-a786-9485b12796f5_20250129T22:58_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 had a question for you.
[CUSTOMER][NEUTRAL] I, uh, when I set up my insurance, I typed in the wrong address.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I just wanna know if I can get that fixed or if it affects anything really.
[AGENT][NEUTRAL] Yes, I can help you with your address, sir. um can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is, you said phone number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I can, I can barely hear you. I'm thinking I'm cutting out here.
[AGENT][NEUTRAL] Uh, I'll just need um your phone number just in case the call is dropped. I can call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I believe it's 0258.
[CUSTOMER][NEUTRAL] 5046
[AGENT][NEUTRAL] OK. Let me pull in your policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the address we have now on the policy and your email address also?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It says [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying that information for me. What is the address supposed to be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we've got you updated.
[CUSTOMER][POSITIVE] Alright, I don't gotta get a new card or anything like that it's just all good to go.
[AGENT][NEUTRAL] I can order you a new card, um, let me go ahead and request that.
[AGENT][NEUTRAL] And it'll be mailed to the address that you just gave me.
[CUSTOMER][NEUTRAL] And is this both for the uh I had I got two different cards sent to me I think one was dental and one was something else does this fix both of those?
[AGENT][POSITIVE] Yes, it will fix both.
[CUSTOMER][POSITIVE] OK fantastic well that's all for me then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, I hope you have a great night, [PII]. I've got that uh card on its way to you at your address that you just updated for us.
[CUSTOMER][POSITIVE] All right, thank you very much you have a good night as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too. Thanks for calling APL, [PII].