AccountId: 011433970860
ContactId: 76cef83e-0fbb-49c0-960d-7e8331240fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148100 ms
Total Talk Time (AGENT): 46234 ms
Total Talk Time (CUSTOMER): 88059 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/76cef83e-0fbb-49c0-960d-7e8331240fd1_20250415T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], this is [PII] and I'm calling for my husband Roger [PII]. We uh sent our, um, every year we, he has a PSA done and we sent in a little claim, you know, that so that we could get the standard, uh, benefit from that and it was returned and we had sent it to [PII] like we.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Usually do every year for, I don't know how many past years, but they sent it back to us.
[AGENT][POSITIVE] Oh yeah, I'm sorry, [PII]. The claims address has changed. I'm happy to give you the correct one. I'm so sorry about that.
[CUSTOMER][NEUTRAL] OK, OK, let me get a piece of paper.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, uh, so it's still gonna be a PO box. It's PO box.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is going to be [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] Mhm, yes ma'am and that's where claims go um to [PII] now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I sure do appreciate and I was just wondering because I said we hadn't heard from them and you say y'all pretty fast on it and uh I mean it's not that much money but still a little bit of money but uh but anyway, uh, and then we got the letter back yesterday and it said not deliverable. OK, OK, well, I guess that's one reason that we hadn't heard from her. So, but I
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That makes sense, yeah.
[CUSTOMER][POSITIVE] Yeah, so I sure appreciate it, [PII], and I thank you so much.
[AGENT][POSITIVE] Oh, my pleasure. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Uh-huh