AccountId: 011433970860
ContactId: 64b970e4-e46e-4357-809e-ece3b38d12f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114949 ms
Total Talk Time (AGENT): 62541 ms
Total Talk Time (CUSTOMER): 43107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/64b970e4-e46e-4357-809e-ece3b38d12f5_20250130T19:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, this is [PII], and I'm with Medical Benefits Group. Um, does [PII] or, uh, [PII] still work over there?
[AGENT][NEUTRAL] Um, like [PII] or
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], um, they do, they're just in a different department. What
[CUSTOMER][NEUTRAL] If you drink.
[CUSTOMER][POSITIVE] I got you well um.
[CUSTOMER][NEUTRAL] I, um
[CUSTOMER][NEUTRAL] My PO box was no uh it's been closed for quite a quite some time. That's where I received my commission checks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess I need to see if you guys got some commission checks returned I guess and give you my new address to.
[CUSTOMER][NEUTRAL] To mail that to
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let's see, um, would you mind, let's see.
[AGENT][NEUTRAL] Just trying to think, would you mind emailing us so we have documentation?
[AGENT][NEUTRAL] Um, our phone line is recorded, but just so that we have documentation and um just so that we have exactly what your new PO box is and we can get that um switched for you and then we can see if um our commissions department has received any return checks if you'll just put that in your email as well and then we can get some answers for you and then of course get your PO box changed.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, what email do I send that to?
[AGENT][NEUTRAL] Of course, yeah, just send it to sales.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'll email email it right now.
[AGENT][POSITIVE] Perfect thank you so much and we'll get that taken care of.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Of course have a great day. Bye.