AccountId: 011433970860
ContactId: d0f55324-8a83-429e-b15e-403fb10dd98b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270850 ms
Total Talk Time (AGENT): 54589 ms
Total Talk Time (CUSTOMER): 110228 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d0f55324-8a83-429e-b15e-403fb10dd98b_20250610T21:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. My name is [PII] and I'm calling about some letters they keep sending to my address for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, they've been coming here for quite a while now and
[CUSTOMER][NEUTRAL] Could you, don't you have a number for him you can call and find out where we live at?
[CUSTOMER][NEUTRAL] He doesn't have a number a phone number on file?
[AGENT][NEUTRAL] I'm not sure. I'll have to check the policy and see if he has a number. Um, have you tried to return those letters? Because the only way we know that it is incorrect is if you return the letters that you received. Have you returned those letters to the postal?
[CUSTOMER][NEUTRAL] Oh, OK. OK. Let me see.
[CUSTOMER][NEGATIVE] No, I keep throwing them in the garbage.
[AGENT][NEGATIVE] You need to put a return and just send it back.
[CUSTOMER][NEGATIVE] So I don't, I don't, I, I, so listen, uh, you keep sending them here. I'm gonna keep throwing them in the garbage. Don't tell me to return them back because I put them in the mailbox. It said 215, the guy leave it at 215. So I keep throwing them in the garbage. You're supposed to look here. I'm calling you to tell you stop sending it here.
[CUSTOMER][NEUTRAL] You understand me, I put it back in the mailbox and every time I come I see more on top of more. That's what I'm trying to tell you because it says 215.
[CUSTOMER][NEUTRAL] You get what I'm saying?
[CUSTOMER][NEGATIVE] So don't tell me to keep returning them. I, I tried that. I tried that.
[CUSTOMER][NEUTRAL] He must have a number on file. Call him and ask him to give you his current address.
[CUSTOMER][NEGATIVE] Please do, because if they keep coming, I'm keep putting them in the garbage.
[CUSTOMER][NEUTRAL] If you want the, if you want his his account number or whatever, I can, I can give it to you.
[CUSTOMER][NEUTRAL] Because that's all I open one to figure out to to get the phone number to call you.
[AGENT][NEUTRAL] You open a no, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I open one so I can get the number to call you.
[AGENT][NEUTRAL] OK, go ahead with the policy.
[CUSTOMER][NEUTRAL] The policy number is 02549553.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me go ahead and check on this. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Mister [PII]. OK, I have reported that. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's all I needed to do. He must have on the phone number on on on on file so you can call him and ask him for his address. I don't know how no no real realize.
[AGENT][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yeah, cause they've been coming here for a while.
[AGENT][NEUTRAL] Again,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, uh, again, I have reported the issue, so, um, they will go ahead and you're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] So thank you for your time.