AccountId: 011433970860
ContactId: cd3bb703-89de-402a-96e3-387140dffc65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420059 ms
Total Talk Time (AGENT): 117938 ms
Total Talk Time (CUSTOMER): 164832 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/cd3bb703-89de-402a-96e3-387140dffc65_20250225T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Lakeshore Bone and Joint. I just recently spoke with a representative in regards to um updating an insurance plan address. Um, I was told that um,
[CUSTOMER][NEUTRAL] The [PII] address is no longer active, but I forgot to ask if there was an actual inactive date for that.
[AGENT][NEUTRAL] Um, so when our address changed?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Um, let me see. And you said your name was [PII]?
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][NEUTRAL] All right, [PII], and just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], give me just a second and I'm gonna check and see when our address changed. I'm not really sure about the date. I'll have to check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I'll be right back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is speaking. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Good [PII] how are you?
[AGENT][POSITIVE] I'm good. Good to talk to you again today.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][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?
[CUSTOMER][NEUTRAL] I just know the box has been closed um.
[CUSTOMER][NEUTRAL] I remember when that came. I wanna say it's been at least a year now.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can find something on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't know if there would be anything in guru, but I'm logged out of it somehow, and I can't remember.
[CUSTOMER][NEGATIVE] Oh, I hate when that happens.
[AGENT][NEUTRAL] My password.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][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 925 in [PII] and they said it's been closed for several months, but they were continuing to get mail there and that was in uh in [PII] so I knew it had been over a year, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you know if it's like forwarded or is it sent back?
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][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.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you so much, [PII]. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome [PII] any time.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, thank you for holding. I do apologize. Um, I was trying to find an exact date, um, but it's been over a year that that post office box in [PII] has been closed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you said it's been over a year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I mean, that'll have to do, I mean, at this point, that's basically, you know, what more can we do besides just set it out as over a year old. OK. Thank you very much.
[AGENT][NEUTRAL] No problem, [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.