AccountId: 011433970860
ContactId: 76dbad66-c133-45d1-8557-4cf1a3cd3d17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525650 ms
Total Talk Time (AGENT): 184635 ms
Total Talk Time (CUSTOMER): 165933 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/2025/04/03/76dbad66-c133-45d1-8557-4cf1a3cd3d17_20250403T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] I was calling to get a address. I just spoke to someone there about mailing a payment in, and I just forgot to add, you know, get the correct address. I see the address on this on my insurance policy, and I'm gonna ask you this the correct address so I can send it in.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's on here it's got a
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On here I have [PII].
[AGENT][NEUTRAL] Uh, I don't think that's correct. Let me go, um, bear with me just a second, um.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] This is, uh, yeah, this is.
[AGENT][NEUTRAL] Yeah, I believe that's an old address.
[CUSTOMER][NEUTRAL] Yeah this is on my insurance.
[AGENT][NEUTRAL] OK. Um, bear with me just a minute. OK. So you're trying to send it a regular uh payment. This is Mr. [PII], correct? I think I just spoke with you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you the one I just spoke with?
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] All right, so let's see, so you're sending that interest payment um let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address OK group mailing number.
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] OK, so it looks like everything is going to [PII]. So, um yeah, the office in [PII] is no longer there. So let me just go ahead and um give you the correct address. Uh, see.
[CUSTOMER][NEGATIVE] That's not the right address?
[AGENT][NEUTRAL] No, um, no, that's not the correct address. Um, let me check with customer service just to make sure they're not using a different address, OK? But yeah, it doesn't, that doesn't sound like the correct address at all, OK? Um, bear with me just a minute, OK?
[CUSTOMER][NEUTRAL] OK, this, this.
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, thank you for holding, Mr. [PII]. OK, so the correct address is [PII] or American Public Life, and that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You say [PII].
[AGENT][NEUTRAL] [PII]. OK. Um, the address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's not [PII], huh?
[AGENT][NEUTRAL] Oh, no. Mm, no, that's an old address. This has been changed for a couple of years now.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII], please spell that for me?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII] is OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] H L O N N A.
[AGENT][NEUTRAL] H O M A.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Let's see, [PII]
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] [PII], you said?
[AGENT][NEUTRAL] Mhm. Yes. Uh-huh. Yes. And the state is [PII], which is OK.
[AGENT][NEUTRAL] In this zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip code
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, sounds like I'm, can you hold on a second? Sounds like it's fading in and out. Let's see [PII] what now?
[AGENT][NEUTRAL] It's OK, yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then you're gonna, you're gonna put a dash or hyphen [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, let me go over it again, that's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII], Oklahoma.
[CUSTOMER][NEUTRAL] Zip [PII].
[AGENT][POSITIVE] That is perfect, yes.
[CUSTOMER][NEUTRAL] Oh OK, yeah, that is totally different new address from what I, this is the old policy that I have, you see, and it had that [PII] address on it.
[AGENT][NEUTRAL] Mhm. Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we don't have that building any longer, yes.
[CUSTOMER][POSITIVE] OK, I, I got you.
[CUSTOMER][NEUTRAL] Oh, right, but this is American public life, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it is still American Public Life, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, I got you. OK doke, ma'am. I got the new address now, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I think that'll cover it. I forgot to ask about that address when I called earlier, you know, but I'm glad I did, you know.
[AGENT][NEUTRAL] It's OK. Yeah.
[CUSTOMER][NEUTRAL] Get the right address on it and not and not use that old address.
[AGENT][POSITIVE] Yes, yes, that was a good thing.
[CUSTOMER][NEUTRAL] It has
[AGENT][POSITIVE] That's what we're here for to help, OK? Yes.
[CUSTOMER][POSITIVE] Yes, it was, right, and I appreciate your help very much and I appreciate that thank you so much, ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] You as well. Thank you, ma'am. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.