AccountId: 011433970860
ContactId: 01361d74-9ca8-4341-9983-9aed00d364ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221770 ms
Total Talk Time (AGENT): 93185 ms
Total Talk Time (CUSTOMER): 97996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/01361d74-9ca8-4341-9983-9aed00d364ca_20250314T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII] just to startline [PII].
[AGENT][NEUTRAL] Him
[CUSTOMER][NEGATIVE] I hate to bother.
[CUSTOMER][NEGATIVE] I hate to bother you again. I know you just like to hear my voice.
[AGENT][NEUTRAL] No, ma'am, I do not. What can I do for you today?
[CUSTOMER][NEGATIVE] Well, that check has still not come.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, let me get with a supervisor and see if we can reissue it to her again.
[AGENT][NEGATIVE] Um, I was hoping we wouldn't have to reissue it, but it should have been there by now, um.
[CUSTOMER][NEUTRAL] It should have
[CUSTOMER][NEGATIVE] And he is afraid, uh, uh, my nephew is afraid that somebody is getting mail out of the box.
[CUSTOMER][NEGATIVE] See, when this all started, he was in jail.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the, the girl that he was in jail over lives two doors down from where they're, where he lives.
[CUSTOMER][NEUTRAL] And he is afraid they are messing with his mail.
[CUSTOMER][NEUTRAL] He told me, he said, get it sent to your house and I said, I can't. They, I've asked for it to be sent to the house.
[CUSTOMER][NEUTRAL] So I, I don't know.
[AGENT][NEUTRAL] Let me, I, I'm gonna get with a supervisor and see what we can do, Miss [PII]. um, what's your address? Let me just get it from you just in case she says we can do it.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][POSITIVE] Brilliant.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, can you spell the road for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the city again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get with the supervisor, Ms. [PII] and see what we can do. I'll explain the situation to her and see if she can approve me to send it to your address, and, uh, I can give you a call back. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be fine.
[AGENT][NEUTRAL] All right, Ms [PII]. Well, I hate that you're having to deal with all that, but I'll do whatever I can to help y'all out, OK?
[CUSTOMER][POSITIVE] Oh, and pay it all, honey.
[CUSTOMER][NEGATIVE] Not only lose food, my boyfriend has, he got sick and was in the hospital the day my sister's funeral. And then he come home and fell and broke his hip.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] So I'm really, really.
[CUSTOMER][NEUTRAL] I have had it.
[AGENT][NEUTRAL] Yes, ma'am. I understand. I can't even imagine. But I'll do whatever I can, OK?
[CUSTOMER][POSITIVE] OK, honey, that, I appreciate it.
[AGENT][POSITIVE] No problem, Ms. [PII]. I'll talk to you soon, OK?
[CUSTOMER][NEUTRAL] OK, ho. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.