AccountId: 011433970860
ContactId: eb4d94af-030e-4336-8be4-73a6761f7def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248809 ms
Total Talk Time (AGENT): 90387 ms
Total Talk Time (CUSTOMER): 61044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/eb4d94af-030e-4336-8be4-73a6761f7def_20250305T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII], my name is uh [PII], and I have a, I'm a member of, uh, I have dental insurance with y'all and I need to change my address.
[AGENT][NEUTRAL] OK [PII], I can help you with your address, sir. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Say it again, can you get what?
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Is that my social?
[AGENT][NEUTRAL] Or or your um member ID number that's on your card.
[CUSTOMER][NEUTRAL] I don't know if I have a card on me.
[AGENT][NEUTRAL] Oh, OK, I can um look it up with your social security number if you'd like to give that to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the address, phone number and email address that we have on the policy now for you?
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] And what what else are you looking for?
[AGENT][NEUTRAL] Your email address and your phone number, sir.
[CUSTOMER][NEUTRAL] OK, emails I'm sure is gonna be uh [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And then your phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information for me, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get into your policy so I can help you as far as getting your address updated.
[AGENT][NEUTRAL] OK, what do you want your address to be now, sir?
[CUSTOMER][NEUTRAL] It was [PII]. Now it's [PII].
[CUSTOMER][NEUTRAL] It's just the 1st 3 numbers.
[AGENT][NEGATIVE] Oh well you didn't go very far.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][MIXED] That's good though, at least you didn't have a long way to carry your stuff when you moved.
[CUSTOMER][POSITIVE] That's right, that's right.
[AGENT][POSITIVE] That's a blessing.
[AGENT][NEUTRAL] OK. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] I see it I see it.
[AGENT][NEUTRAL] OK dokey.
[AGENT][NEGATIVE] I'm gonna make sure that it's stuck.
[AGENT][POSITIVE] Hey it's perfect now I've got it all fixed up for you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Thank you so much for calling ATL. I hope you have a wonderful rest of your night.
[CUSTOMER][POSITIVE] You too, thank you.