AccountId: 011433970860
ContactId: b456ddf0-7d76-44d0-a5eb-b56581eea97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132520 ms
Total Talk Time (AGENT): 39700 ms
Total Talk Time (CUSTOMER): 87227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b456ddf0-7d76-44d0-a5eb-b56581eea97f_20250602T19:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. I have, my name is [PII] and I had made a, uh, got a send in a request to do an address, I mean a beneficiary change on my insurance and I sent it to the address [PII], but it was returned.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, the address is no longer active.
[CUSTOMER][NEUTRAL] OK. Which, is it the one in [PII]?
[AGENT][NEUTRAL] Yes, ma'am. That is the current address. Uh, should be what? [PII].
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] No, it's got this one's got [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It it's the yellow sticker that's on the, the, the letter I got. So what do I need to put on it and I'll remail it.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Hang on, it's a [PII]. Hang on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said I have pens everywhere in the world, so I need [PII]. That's the arrow, [PII]. OK. [PII] and the zip code is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII], but it's [PII].
[CUSTOMER][NEUTRAL] OK, hang on just a minute. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, and the zip code was, I didn't get a chance to write it down.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Zip code
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. I will, and just make an American public life customer service.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you very much. I appreciate you.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thank you for calling APL. You too. Bye.
[CUSTOMER][POSITIVE] Have a good day.