AccountId: 011433970860
ContactId: bf02bb6d-906c-43ba-98e2-04bc88ad889d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116080 ms
Total Talk Time (AGENT): 56404 ms
Total Talk Time (CUSTOMER): 42737 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bf02bb6d-906c-43ba-98e2-04bc88ad889d_20250328T16:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling. I was just wondering if you guys changed your claims address because I just got a claim back in the mail and it stated that um that it was due to the claims address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yes, if you sent it to [PII], um, yes, it has been changed to [PII], but I can give it to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, if you could please.
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that changed as of.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I'm not exactly sure. I've been here almost 2 years, so at least, at least 1 year.
[AGENT][NEUTRAL] Because it's been there since I started, so at least a year.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and this is all for uh.
[AGENT][POSITIVE] But when I started it, it, oh, I'm sorry.
[CUSTOMER][NEUTRAL] No, it, so this is for no matter what all APL, there's no other um claims address that somebody would have that wouldn't go to this [PII].
[AGENT][NEUTRAL] I mean, if someone had like a hospital indemnity policy or something, it may go to IMA, but if you send your claim to [PII], it doesn't go to IMA because that address hasn't changed.
[CUSTOMER][NEUTRAL] Yeah, right, right, yeah, no, it's the [PII] one that we have.
[AGENT][NEUTRAL] Yeah, so that's the only one. all of our [PII] addresses changed to [PII].
[CUSTOMER][NEUTRAL] OK, got you. I will go ahead and update them.
[AGENT][POSITIVE] All righty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright [PII], well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.