AccountId: 011433970860
ContactId: e03aaf43-9a46-4b6f-8f34-3c498ecc9972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113050 ms
Total Talk Time (AGENT): 61012 ms
Total Talk Time (CUSTOMER): 42511 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e03aaf43-9a46-4b6f-8f34-3c498ecc9972_20250519T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, this is [PII] at Tallula Academy. We have a teacher who has a policy with y'all, but two of my checks just came back. It says return to sender unable to forward, but we've had it for years. Did the address change?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Possibly um the address that you sent them to is that uh the [PII] or was it from [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]. Hold on, let me put my glasses back on [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is an older one unfortunately I couldn't tell you exactly when that change happened um but whenever you're ready I can give you our current address for claims.
[CUSTOMER][POSITIVE] Please, OK, thank you.
[AGENT][NEUTRAL] Absolutely alrighty, so that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, yes, and then I've also got a uh fax number and a payer ID if you'd like that [PII].
[CUSTOMER][NEUTRAL] OK, I will change that.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yeah, OK, so that fax number that is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, I will change the address and get it out today.
[AGENT][POSITIVE] Alright, sorry about the confusion. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.