AccountId: 011433970860
ContactId: be38f55f-9085-427a-b3ae-754266c0c109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150410 ms
Total Talk Time (AGENT): 47541 ms
Total Talk Time (CUSTOMER): 89398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/be38f55f-9085-427a-b3ae-754266c0c109_20250325T21:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] in [PII]. And I have had a censor policy with American Public uh life for, for years and years and years, and I always file every year for my mammogram and my claims have always been sent to [PII]. And I just went to my mailbox and I got my claim back and it said to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, forward it to [PII]. I don't, I don't know what's going on with the postal service, but has something changed?
[AGENT][NEUTRAL] Yes, ma'am. So, our claims mailing address is no longer um [PII]. It is [PII], um, so that's probably
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably what that that's saying there.
[CUSTOMER][NEUTRAL] OK, so I just need to get a new envelope and send it to uh to [PII]?
[AGENT][NEUTRAL] Yes, does it have that address listed there or did you need me to give it to you?
[CUSTOMER][NEGATIVE] Give it to me please because it's kind of big on my, I, it's not a good, it they kind of stamped it on there it looks like and it's not really clear.
[AGENT][NEUTRAL] OK, um, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much. That just blew my mind cause for ever and ever and ever I've sent them to [PII] and I was waiting for my check and heck here goes back my claim.
[AGENT][NEUTRAL] Then you saw [PII], like what in the world?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Yeah, I thought, wait a minute, you know, I knew the mail was so mixed up. I thought, I'm not trusting this. I'm calling somebody.
[AGENT][POSITIVE] Well, I'm glad you called us, yes, ma'am. That's what, that's what happened.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with? You also?
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] No, I think that's it. I just, you know, like I said, I just got this return back and, and I thought, oh gosh, I sent it off like [PII] and
[AGENT][NEUTRAL] I know that was a surprise.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Oh yeah, so anyway, but thanks again and you have a good day.
[AGENT][POSITIVE] Yes, ma'am. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.