AccountId: 011433970860
ContactId: 5e9c81a0-ca22-4648-bfbc-916ef34de1c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117779 ms
Total Talk Time (AGENT): 50369 ms
Total Talk Time (CUSTOMER): 46760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5e9c81a0-ca22-4648-bfbc-916ef34de1c0_20250319T14:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm just calling to.
[CUSTOMER][NEGATIVE] Uh, verify your, uh, mailing address. I sent a form, a claim off, and it came back to me said it was not deliverable to as addressed.
[AGENT][NEUTRAL] Oh, OK. Well, yes, ma'am, I can give you that mailing address. Uh, um, what address did you send it to?
[CUSTOMER][NEUTRAL] Uh, I have a [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yes ma'am. That mailing address changed [PII]. Uh, so when you're ready, I can give you that address.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this changed in August.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And this is for American Public Life Insurance Company.
[AGENT][NEUTRAL] Yes, ma'am, APL.
[CUSTOMER][NEGATIVE] OK, well, we've been sending claims in the past couple of months to this [PII] and they've been getting them.
[AGENT][NEUTRAL] I understand, but the address I gave you is a new address.
[AGENT][NEUTRAL] So I don't know if they just completely closed it out to where it's not being forwarded, but that's uh the new address is in [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, and I thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bye bye.