AccountId: 011433970860
ContactId: 27b5c907-eb37-4477-9480-fcb1c0c652a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135740 ms
Total Talk Time (AGENT): 49834 ms
Total Talk Time (CUSTOMER): 52814 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/27b5c907-eb37-4477-9480-fcb1c0c652a6_20250113T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], we're, we're following a disability claim and we're mailing it, overnighting it.
[CUSTOMER][NEGATIVE] Um, because it's a lot of paperwork with medical. And we needed to get the physical address because we're overnight in UPS. We have a PO box here, but that's USPS. We don't trust them.
[CUSTOMER][NEUTRAL] So do you have a physical address we can send to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have a physical address, sir. Um, go ahead and send it to, um,
[AGENT][NEUTRAL] Well, I said that and then after I said that I lost it. Let me look it up again. Hold on real quick, sir.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] That's, that's great.
[AGENT][NEUTRAL] OK, you can send it to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] APL
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] And that is [PII]
[CUSTOMER][NEUTRAL] Yeah and that's been uh.
[CUSTOMER][NEUTRAL] [PII] that'd be [PII].
[AGENT][NEUTRAL] Yes, but you're gonna need [PII].
[CUSTOMER][POSITIVE] Alright great um.
[CUSTOMER][NEUTRAL] Uh, they, they kind of automatically pinned it in there.
[CUSTOMER][NEUTRAL] And so uh I'm gonna put [PII].
[AGENT][POSITIVE] OK. Yes, sir. Yes sir, that's correct.
[CUSTOMER][NEUTRAL] Correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's, uh, that's fantastic and I could just use the standard uh if you UPS needs it the [PII] number I just called, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, sounds like a winner. I appreciate you.
[AGENT][POSITIVE] No problem at all, sir. I'm glad I was able to to supply the address for you today. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Have a great week.
[AGENT][POSITIVE] Thank you. You