AccountId: 011433970860
ContactId: 5ba46c31-18bb-4e3f-a3d9-6e913dbf79e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208740 ms
Total Talk Time (AGENT): 81479 ms
Total Talk Time (CUSTOMER): 89739 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5ba46c31-18bb-4e3f-a3d9-6e913dbf79e4_20250130T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. I'm calling from Class International and I'm just calling uh to verify your mailing address.
[AGENT][NEUTRAL] OK. Are you, are you a provider or you're calling from a group?
[CUSTOMER][NEUTRAL] I'm calling from a group, and I got an email saying that your mailing address has been changed and before I changed it in my bank, I'm calling just to verify it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand. We, we, it's multiple addresses. I just needed to know who and, and what address they'll use. Um, may I have
[CUSTOMER][NEUTRAL] OK, now, yeah, the address that I have on the email it says Department [PII].
[CUSTOMER][NEUTRAL] And this is for APL group number 186,600.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment, I'm just pulling up the group.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify um the group's mailing address and then um your email address.
[CUSTOMER][NEUTRAL] OK. The mailing address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying the group. So, are you speaking, hold on one second.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh, what's that? [PII], what?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] What you were giving at the beginning of the call, I wasn't, I wasn't where I needed to be because I didn't know what we needed. So I'm asking you, can you repeat the, the letter, the information from the letter?
[CUSTOMER][NEUTRAL] The letter says that I should send the payments to [PII].
[AGENT][NEUTRAL] Oh, this is for payment, OK.
[AGENT][NEUTRAL] Hold on one second. I didn't know if it was claims, payments or not. Hold on one moment.
[AGENT][NEUTRAL] Yes, that's correct. [PII].
[CUSTOMER][NEUTRAL] [PII], what was the PO box number?
[AGENT][NEUTRAL] If you're using standard mail, the PO box number is [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. OK. OK, good. Thank you. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it. That's it. Thank you. Mhm.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.