AccountId: 011433970860
ContactId: d6da1689-a07e-4fe4-8428-423f9c6ea11a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194259 ms
Total Talk Time (AGENT): 82526 ms
Total Talk Time (CUSTOMER): 88056 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d6da1689-a07e-4fe4-8428-423f9c6ea11a_20250313T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Ogeechee Area Hospice. Uh, you need my invoice number or group number?
[AGENT][NEUTRAL] The group number, Ms. [PII].
[CUSTOMER][NEUTRAL] It's 26,090.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And let's see.
[AGENT][NEUTRAL] OK, may I have the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, it's Ogeechee Area Hospice [PII].
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I have um an invoice from you all and I have already written out a check to you and I after I wrote the check out I noticed I had the wrong uh PO box and department for [PII] and on here it's it's showing [PII] now is it OK that I send it to [PII] with that [PII] address on it? Will that be sufficient? And I've changed it in my system for next time.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me check what's the correct address right now. Bear with me just a second. I know we make some changes to that. One moment, let's see um payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're looking by regular standard mail?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if it's going regular standard mail for payments of premium, it's going to be [PII].
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] Yes, that's correct. What I'm saying is I when I printed the check, it has the old address on it, but I was gonna send it to the new address. Is it, will the check, will you be able to cash the check with the old address on it?
[CUSTOMER][NEUTRAL] Or do I need to redo another one?
[CUSTOMER][NEUTRAL] I'm gonna send it to the new address.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I will say if you can change the address on it, it will be best um now if you cannot do anything about it right now you can just send it like it is.
[CUSTOMER][NEUTRAL] OK, and it and it'd be fine.
[AGENT][NEUTRAL] As long as it goes to the correct address. Yeah, as long as it goes to the correct address. Mhm. Yeah. Mhm. Yes. Mhm.
[CUSTOMER][NEUTRAL] Yes, I'm gonna send it to the correct address, yes, OK, alright, I've just changed it in the system. OK, alright, I just want to make sure. OK, thank you.
[AGENT][NEUTRAL] OK. No.
[AGENT][POSITIVE] No problem. You're welcome. Is there anything else I may help you with today, [PII]?
[CUSTOMER][NEUTRAL] That would be all.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] OK alright bye bye.