AccountId: 011433970860
ContactId: d509ccc9-0ff1-414f-932d-2e2604e06756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128830 ms
Total Talk Time (AGENT): 21780 ms
Total Talk Time (CUSTOMER): 63704 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d509ccc9-0ff1-414f-932d-2e2604e06756_20250127T23:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling in reference to uh [PII] had sent us some affidavits to complete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says in the envelope with the affidavit that there's a return postage paid envelope enclosed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] To mail it back and there is no postage paid envelope inside. I've talked to I'm not home yet, but my sister got hers and my brother got his and there is no postage paid envelope inside the um envelope.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we don't know where to mail it back to or anything like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure absolutely well I can give you an address for that um you did say that it was in the letter said that you were it was included, but for you and this other individual you didn't receive anything like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] They they've opened their envelopes because they sent one to each one of us and they've opened both of theirs and there's nothing in. I'm not home yet to open mine, but she said there was in the letter it says that there's a postage page envelope and closed and there's not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we don't know where to mail it back to.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?