AccountId: 011433970860
ContactId: 1c0d6a2d-f5d9-42e4-bada-4ba913034fef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150179 ms
Total Talk Time (AGENT): 65567 ms
Total Talk Time (CUSTOMER): 48820 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/1c0d6a2d-f5d9-42e4-bada-4ba913034fef_20250410T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I'm getting a bill every day, um, at my, uh, new address. It's from someone who used to live here and I'm just, uh, I've been returning them to sender, but they keep coming, so I'm just gonna start throwing them away. I'm gonna give you the address if that's OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] What's the name on that um on that letter?
[CUSTOMER][NEUTRAL] His name is [PII]. I keep getting his mail.
[AGENT][NEUTRAL] OK. Bear with me just a second.
[AGENT][NEUTRAL] Just get it.
[CUSTOMER][NEUTRAL] I don't know. I don't have a forwarding address or anything for him. I don't know if he passed or what have you.
[AGENT][NEUTRAL] Mhm. It's fine. It's OK. Um, one moment, let me have your name just so I can call you by your name.
[CUSTOMER][NEUTRAL] I'm [PII] how you doing?
[AGENT][NEUTRAL] [PII], OK, hi, hi, Mr. [PII].
[AGENT][NEUTRAL] All right, and I'm trying to just locate um this one to see if we can do something about the address and the mail that is going out, OK? One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yeah, that's what I charge.
[AGENT][NEUTRAL] And that was all there, correct?
[AGENT][NEUTRAL] E A
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Then the first name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Got you.
[AGENT][NEUTRAL] OK, I'll go ahead and see what we can do about uh the address on this policy, OK?
[AGENT][NEUTRAL] Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Appreciate you taking the time.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] No, no, thank you. Have a great day. Thank you for taking the time.
[AGENT][POSITIVE] You as well. Thank you for calling PR. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.