AccountId: 011433970860
ContactId: 6633caba-d92e-45ca-9385-22783901103d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257500 ms
Total Talk Time (AGENT): 107891 ms
Total Talk Time (CUSTOMER): 101039 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/6633caba-d92e-45ca-9385-22783901103d_20250617T19:20_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes ma'am, I was just calling. I got uh a letter apparently I have a, uh, there's a excuse me, an outstanding check that, uh, they asked me to and I have no idea it must have got lost and I'm supposed to sign up sign up thing here saying that uh I've not deposited and like uh like get reissued, but uh I do not have an I lost the envelope on the return envelope if there was one. I just need to know who to send it to.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh OK, sure, I can assist you with that. Um, let me have your name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I have an outstanding check number if you need it.
[CUSTOMER][NEUTRAL] Or a reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have that reference number, Mister [PII].
[CUSTOMER][NEUTRAL] 002272868.
[AGENT][POSITIVE] OK, thank you and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] OK, I see that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so you can send that to us. Um, it will go to APL or American Public Life.
[AGENT][NEUTRAL] And that is um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I'll read it back to you, uh, the [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0 [PII] sorry.
[AGENT][NEUTRAL] Mhm. There's also another address that you can send it to. Um, we have two addresses. Um, the other address should be on the letter.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will be the [PII].
[CUSTOMER][NEUTRAL] Uh, I'm looking
[CUSTOMER][NEUTRAL] Yeah, there's ma'am, I got here and like I said, I mean, I mean, I just got the actual, oh, OK, shoot, the [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, that one will go more straight to that department. The other one will go, will get there, but it, it goes to another department. So if you wanna send it to that one, it will go a little bit more straight to that department.
[CUSTOMER][NEUTRAL] OK, wait, hold on a second, I'm sorry you're breaking up there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, which, um, which, which one would is would is the more direct address.
[AGENT][NEUTRAL] The more direct address is the one on the letter, which is the [PII].
[CUSTOMER][NEUTRAL] OK, the, the [PII]. OK, I will send it to that address and I will get it out today.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Right, nothing, thank you very much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon bye bye.
[CUSTOMER][NEUTRAL] OK.