AccountId: 011433970860
ContactId: fc9b81c0-871f-4191-968f-3294ef2cf137
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128119 ms
Total Talk Time (AGENT): 56027 ms
Total Talk Time (CUSTOMER): 48299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/fc9b81c0-871f-4191-968f-3294ef2cf137_20250402T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to see what I need to do about updating my address with you guys. I thought I already did it but I guess not.
[AGENT][NEUTRAL] Sure, I can get that address updated. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a.
[CUSTOMER][NEUTRAL] And my policy number if you need it.
[AGENT][NEUTRAL] Sure, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, thank you. And then I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] Um, 024465-47.
[AGENT][POSITIVE] OK thank you one moment
[AGENT][NEUTRAL] Alright, and just gonna verify some information really quick. Uh, can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh can you verify the address we currently have on file for you?
[CUSTOMER][NEUTRAL] We should have [PII].
[AGENT][NEUTRAL] OK, yes, that is what we have. What was that correct address?
[CUSTOMER][NEUTRAL] The new address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's what we have as your physical address. We just have the old one as the mailing so this the one on Chaining Way, that should be the mailing address too, correct?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will go ahead and get that updated. um, [PII], if you would, can you also verify the email address we've got on file for you? It looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. I'll go ahead and get that updated for you, [PII]. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too