AccountId: 011433970860
ContactId: f567d514-2a71-4518-863e-2d2314583721
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116879 ms
Total Talk Time (AGENT): 51772 ms
Total Talk Time (CUSTOMER): 43488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/f567d514-2a71-4518-863e-2d2314583721_20250512T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I received a notification last year and I just came across it again, um, and I need to change my address.
[AGENT][POSITIVE] OK, I'm happy.
[CUSTOMER][NEUTRAL] I have a certificate number.
[AGENT][NEUTRAL] OK, whenever you're ready, go ahead with that.
[CUSTOMER][NEUTRAL] OK, 021-70921.
[AGENT][POSITIVE] Thank you, let me pull that up.
[AGENT][NEUTRAL] And if I could get your, excuse me, first name, last name, date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And then what would be the address we have on file?
[CUSTOMER][NEUTRAL] Um, you probably have my [PII] address [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We do have that as your physical address, and then we have a mailing address in [PII]. Is it need to be the
[CUSTOMER][NEUTRAL] OK, that is my physical.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So it's the [PII] it looks like.
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, so I can make that the updated address for both here, one moment.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alright, so I've got that all updated for you. Was there anything else that we can help with here today?
[CUSTOMER][NEUTRAL] No, I think that's all you guys needed.
[AGENT][POSITIVE] Alright thank you so much for calling APL have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye, hon.
[AGENT][NEUTRAL] Bye bye.