AccountId: 011433970860
ContactId: 0493f890-cf28-4e3b-b7b9-220ab88ded53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131490 ms
Total Talk Time (AGENT): 38817 ms
Total Talk Time (CUSTOMER): 74936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0493f890-cf28-4e3b-b7b9-220ab88ded53_20250401T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII], and I was calling, hopefully you can help me with this. Um, my husband had some men um dental work done yesterday and the provider.
[CUSTOMER][NEUTRAL] Filled out the form, but she put.
[CUSTOMER][NEUTRAL] The um the address uh.
[CUSTOMER][NEUTRAL] The benefit plan, OK, and the insurance company dental benefit plan.
[CUSTOMER][NEUTRAL] She put an [PII].
[CUSTOMER][NEUTRAL] Address rather than you guys is it still [PII]?
[AGENT][NEUTRAL] No, um, our mailing address is in [PII].
[CUSTOMER][POSITIVE] Oh, OK, that's just great.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think that [PII] address is pretty old, um, but yeah, we've got a PO box in [PII].
[CUSTOMER][NEUTRAL] OK, so I'm to send it to the, the um.
[CUSTOMER][NEUTRAL] The way she filled it out then.
[AGENT][NEUTRAL] Yes, uh, [PII], and that's [PII].
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I have been sending it to the [PII] address. Is that just forward it to [PII]? I'm confused.
[AGENT][NEUTRAL] Yeah, yes, so that we do have the new PO box, so yes, um, it would still be forwarded, but yes, use the PO box going forward in [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK well that answers my question because I was uh trying to fill this out on my part and when I saw the new address I thought oh I've been doing something wrong so I appreciate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] I appreciate your help and um
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You do too bye now.
[AGENT][NEUTRAL] All right, bye.