AccountId: 011433970860
ContactId: ef5a120d-850e-42e5-b68c-76195efdc6d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78309 ms
Total Talk Time (AGENT): 28908 ms
Total Talk Time (CUSTOMER): 34567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ef5a120d-850e-42e5-b68c-76195efdc6d6_20250521T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I need to make sure I have the correct address for mailing a claim in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have mailed one in and it was received and we received our check. I mailed my other end and it was rerouted and sent back to me so I have [PII]. Is that changed?
[AGENT][NEUTRAL] Yeah, that's not the correct one anymore. Let me give you the corrected one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is going to be [PII].
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] OK, let me read that back, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that's still gonna be addressed APL claims?
[AGENT][POSITIVE] Mhm. That is correct, yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh