AccountId: 011433970860
ContactId: 29d3f00d-e1fe-45ac-9910-a7ff69c50b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292260 ms
Total Talk Time (AGENT): 85793 ms
Total Talk Time (CUSTOMER): 178457 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/29d3f00d-e1fe-45ac-9910-a7ff69c50b2b_20241230T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm trying to locate somebody at American Public Life Insurance Company. I'm calling from the Department of Revenue and uh we're conducting an audit. We've sent a notice through the mail and several emails to various names that used to be with your company, um, they keep.
[CUSTOMER][NEUTRAL] Not being addressed or answered. I, I, yeah, I'm just looking for some assistance in getting a correct email to email somebody.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Who have you been emailing?
[CUSTOMER][NEUTRAL] Um, well, we were emailing [PII], uh, um, and then we started emailing, I think it's [PII].
[CUSTOMER][NEUTRAL] Uh, wait one second, let me just find that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, maybe this [PII]. Hold on one second.
[AGENT][NEUTRAL] Yeah, it was [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just give me a second. I'm just waiting for it to come up, um.
[CUSTOMER][NEGATIVE] OK, that's not the right place. hold on, I gotta get back into the original file.
[CUSTOMER][NEUTRAL] So I thought that. I didn't realize I was in the previous audit. I was trying to see who the contact person was in the last audit, which
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEGATIVE] I don't think it's there anymore. I think that's the problem.
[AGENT][NEUTRAL] When, when, when was the last audit?
[CUSTOMER][NEUTRAL] I mean the last thought it was like 4 years ago, so, um, so the last email we.
[AGENT][NEUTRAL] [PII] and [PII] have been gone for like 15 years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well, who would be email in place of either of them?
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] My name is [PII]. I work for the Florida Department of Revenue. I'm an auditor. And we've conducted audits of American Public Life for insurance premium tax purposes. I've sent a notice through the mail to American Public Life. We've heard nothing back. And we've, like I said, we've sent several emails, but I, obviously, you've never updated your contact information. The returns are still being filed with [PII]'s name. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm not sure why that's happening if she's no longer there.
[AGENT][NEUTRAL] Yeah, [PII]'s been gone for a long time. Um, I don't know about [PII].
[AGENT][NEUTRAL] Um, tell you what, you could email.
[AGENT][NEUTRAL] I'm just gonna give you a generic email to our department and I'll see who needs to get it from there. Um if you email sales [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'll see if I can find the people you need to speak to um and you were, I'm guessing you were emailing to our [PII] address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes, no, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah, it's just outside of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] I mean we sent the notice back in November and it like I said we've been trying to send emails to follow up on it because we haven't heard anything back so I I don't know if you didn't get the notice or I will send a copy in the email of the notice just just so you have it just in case and then um yeah just verify who the correct contact person would be and then um I mean it's already.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see where we're at. So this was sent out [PII], so I mean we obviously could probably give you some additional time, but it won't be a lot, but I, I'll put that in the email so.
[AGENT][NEUTRAL] OK, yeah, just so you're aware they sold the [PII] office this month.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's probably why things didn't go through as the mail was probably getting shuffled between the new office and, and the old office. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will, I'll get this over to some people that I think need to reach out to you. And if they are not the people, they'll know who, who needs to go. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] OK all right bye bye.
[AGENT][NEUTRAL] Bye bye.