AccountId: 011433970860
ContactId: 818177e1-700f-4fda-88e1-a80bbbc81f5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178899 ms
Total Talk Time (AGENT): 111910 ms
Total Talk Time (CUSTOMER): 64155 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/818177e1-700f-4fda-88e1-a80bbbc81f5a_20250225T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] Good memory. How are you?
[CUSTOMER][POSITIVE] I'm good. Good to talk to you again today.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have a provider on the line. Um, she said she had just spoke with someone about, uh, our new address, and she said she forgot to ask when our address changed, and I can't remember do you know exactly when we changed from the [PII] address?
[AGENT][NEUTRAL] I just know the box has been closed um.
[AGENT][NEUTRAL] I remember when that came I wanna say it's been at least a year now.
[AGENT][NEUTRAL] Because if they put the building up for sale and they closed that box so they had moved everyone. I can't remember exactly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find something on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know if there would be anything in [PII], but I'm logged out of it somehow and I can't remember my password.
[AGENT][NEGATIVE] Oh, I hate when that happens.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, well, in [PII] I got, I have a message that um the mail was received in a closed PO box and they're referring to the [PII] in [PII] and they said it's been closed for several months, but they were continuing to get mail there and that was in again [PII] so I knew it had been over a year um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That it's been closed. So and like I said that was last year March so they and she refer or they were referring to the box have been, you know, have been been closed. I said that twice been closed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It was closed and they couldn't receive but they were still getting mail um because when they closed the PO box I think the some of the employees might still have been there but they weren't processing mail because it was supposed to be coming to [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and do you know if it's like forwarded or is it sent back?
[AGENT][NEGATIVE] Unfortunately, no, because it's been too long now. In fact, I just had a conversation with a gentleman that sent his in December, and we didn't get it and he wasn't aware he hadn't filed a claim since [PII], so he wasn't aware the box was closed either.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, and he didn't get his mail. It wasn't forwarded. I, I guess it was returned to him, but it, it, it said that it couldn't be forwarded, you know, so he called and talked to somebody and they gave him the [PII] City address.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome [PII] any time.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Alright thank you you too bye bye.
[CUSTOMER][NEUTRAL] Bye.