AccountId: 011433970860
ContactId: 19d807fa-0e47-402f-9815-1912eaffed72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253610 ms
Total Talk Time (AGENT): 95667 ms
Total Talk Time (CUSTOMER): 99116 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/19d807fa-0e47-402f-9815-1912eaffed72_20250613T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm, I'm Mayor A [PII] and uh
[CUSTOMER][NEUTRAL] I've been a um a customer of you all for many, many years and I had sent them a claim and uh the claim came back. Have you all changed your claim um number or something?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I can give you our correct one. I know we did have an older one. let me know when you're ready and I'll give you that correct one.
[CUSTOMER][NEUTRAL] Beg your pardon?
[AGENT][NEUTRAL] Let me know when you're ready and I'll give you that correct mailing address.
[CUSTOMER][NEUTRAL] OK, wait just a minute, just a minute.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, so our current claims mailing address is [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Wait just a minute. [PII].
[AGENT][NEUTRAL] Yes, 248.
[CUSTOMER][NEUTRAL] OK, I didn't get it. I don't hear too well. Would you repeat that please?
[AGENT][NEUTRAL] Yes, ma'am. 24.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 2489
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] I didn't get the last numbers 2489.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] It's 248-950.
[CUSTOMER][NEUTRAL] OK, let me repeat it. 2,489,950.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No ma'am, uh, so just 19, so it's 248,950.
[CUSTOMER][NEUTRAL] 950.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK, let me get 248,950. Are you all using a different plane bomb now?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, the claim form should be the same. Yes, ma'am. So this address, this PO box is in [PII].
[CUSTOMER][NEUTRAL] A different address?
[CUSTOMER][NEUTRAL] Oh this, oh, it's in [PII] cause I sent it to, I must have an old claim now.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Y'all have new claims now?
[AGENT][NEUTRAL] Yes ma'am, did you send it to our [PII] uh address?
[CUSTOMER][NEUTRAL] Yeah, I, I'll send it to [PII].
[AGENT][NEUTRAL] Yes, yes, ma'am. That's our older one. It has been updated to uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, and then when you're ready I can give you that zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] I wonder why uh they hadn't send me any communication about it cause I'm not working, I'm retired, but I've been with you all for many, many years.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh, I'm so sorry about that confusion.
[CUSTOMER][NEUTRAL] Beg your pardon?
[AGENT][POSITIVE] I'm so sorry for the confusion.
[CUSTOMER][NEUTRAL] Oh, OK. Now I don't see if I have everything right. [PII].
[AGENT][POSITIVE] That's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do I have to send a uh another claim cause the claim that I have is for uh Jackson, Mississippi. Do I have to get a new claim?
[AGENT][NEUTRAL] That should be perfectly fine.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] It's changed completely now.