AccountId: 011433970860
ContactId: 71812c6b-717c-4e13-9a11-89c06a599859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93110 ms
Total Talk Time (AGENT): 38931 ms
Total Talk Time (CUSTOMER): 53927 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/71812c6b-717c-4e13-9a11-89c06a599859_20250206T19:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a policy with you all and it has a wellness benefit, and I wondered if I need to mail that claim to you there in [PII] or do I need to mail it to the [PII] address.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Sure, I can assist you with that information. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[AGENT][POSITIVE] Thank you, Miss [PII], and what's the call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, Ms. [PII], um, the address in [PII] is no longer active, so it's gonna be to the [PII] City address.
[CUSTOMER][NEUTRAL] OK, OK, that will be fine then I know I went online to because I couldn't remember where it was the [PII]. I knew it was somewhere in [PII], but I.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] When I found it it was uh [PII] and I didn't think that that was the address I had been sending things to so I thought I might better call and just check and be sure so I can just send it to the [PII] address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK all right thank you so much I appreciate it.
[AGENT][NEUTRAL] That is the correct address.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that's all that's all I need thank you.
[AGENT][POSITIVE] Uh, you're welcome and you have a good day. Thank you for calling APM.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.