AccountId: 011433970860
ContactId: eac7cc3f-56e5-4f28-a3f9-0d2d0855f24e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310390 ms
Total Talk Time (AGENT): 62252 ms
Total Talk Time (CUSTOMER): 170845 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/eac7cc3f-56e5-4f28-a3f9-0d2d0855f24e_20250219T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Well, hi, um, we need to uh take care of a change of address please and I'm online where it is uh refusing to recognize me, uh, by my username anymore.
[AGENT][NEUTRAL] Hm, OK, I can help you with that. Um, do you know your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I might can find it here.
[AGENT][NEUTRAL] Or I can look it up by your socials whichever is easier for you.
[CUSTOMER][NEUTRAL] Oh OK, well, let's let's do that 427-114-339.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] I didn't get anything with that. What's, what is your name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I'll try to look it up. Here's American Public Life.
[CUSTOMER][NEUTRAL] Um, policy number, is that what you need?
[AGENT][NEUTRAL] Yes, uh-huh. Mhm.
[CUSTOMER][NEUTRAL] 0047.
[CUSTOMER][NEUTRAL] 1895.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The social security numbers, that's probably my wife's number.
[AGENT][NEUTRAL] OK, yes
[CUSTOMER][NEUTRAL] But there's the policy number.
[AGENT][NEUTRAL] OK, and do you mind verifying your um date of birth and address for me?
[CUSTOMER][NEUTRAL] I don't know if I'm verifying this for her. I guess I'm verifying it for for her date of birth, um.
[AGENT][NEUTRAL] OK. Or you can give me yours. It, it's either one.
[CUSTOMER][NEUTRAL] OK, uh, [PII], that's mine.
[AGENT][NEUTRAL] OK. All right. And the address?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] This is the former address, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And your phone number and email address.
[CUSTOMER][NEUTRAL] Oh gee, she uses so many different phone numbers. Let's go with uh.
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] I've got a [PII] [PII] if that helps any.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], no, that's uh let's, let's change that. That's that.
[CUSTOMER][NEUTRAL] That's that magic Jack line. Let's change that to a cell phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], uh, yeah, well, the, the, the Magic Jack line is 678.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Recited that number in ages.
[AGENT][NEUTRAL] OK. And what do I need to change it to?
[CUSTOMER][NEUTRAL] Uh, the phone number, the new phone number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, let's go with uh.
[CUSTOMER][NEUTRAL] But let, let me ask her, what, what phone number do you want to use?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] For the phone number to, to, to not use the old Google line anymore.
[CUSTOMER][NEUTRAL] OK, cell phone.
[CUSTOMER][NEUTRAL] OK, uh, let's, let's, uh, change that number uh to uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] That's another good one email address I have no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you for verifying and you were calling to change the address?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the new address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, zip [PII].
[AGENT][POSITIVE] OK, I have that changed for you. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Nope, that takes care of that. Thank you so much for your help.
[AGENT][POSITIVE] Alright and thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Yep, you too thanks bye.
[AGENT][POSITIVE] All right. Thank you. Goodbye.