AccountId: 011433970860
ContactId: f1f30e8d-e12f-45f3-85a2-1b73f078c6f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191339 ms
Total Talk Time (AGENT): 85216 ms
Total Talk Time (CUSTOMER): 90017 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f1f30e8d-e12f-45f3-85a2-1b73f078c6f6_20250331T20:46_UTC.wav
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[AGENT][NEUTRAL] Um, good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm returning a voicemail that you left me for confirmation of the mailing address uh in [PII] or [PII].
[AGENT][NEUTRAL] Yes, um, let me get, do you have your policy number by any chance?
[CUSTOMER][NEUTRAL] Uh, I can certainly find it if you give me a second.
[AGENT][NEUTRAL] Or yeah, let's, we could use your social security number would be OK. What is that number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Mr. [PII], uh, what is your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let's see here. OK, now I have your mailing address as [PII]. Is that correct? Will that, will you, will you get mail if it's sent to [PII]?
[CUSTOMER][NEUTRAL] I will, it, it toggles. So technically I'm in Tiger, but like depending on what website I'm on or what platform it is that I'm using, but Tiger's only 10 miles outside of [PII] proper and so some.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Avenues for whatever reason seem to associate it with Portland and some seem to associate with Tiger so either one is appropriate. I've never had miscommunications so you can use either one. The zip code is probably the most important.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. I'm gonna.
[AGENT][NEUTRAL] Yeah, the [PII], so I'm gonna leave it the way it is. I will let you know that we did review your appeal and the new, um, the, um, information that you submitted with this follow up letter, and you should be receiving a direct benefits released to you on.
[AGENT][NEUTRAL] [PII]. So allow 3 to 4 business days for it to get into your direct deposit into your bank account.
[CUSTOMER][NEUTRAL] Yeah, no, I saw that it was I saw that it, uh, I had a random deposit this morning, um, and I had to kind of put two and two together and I assumed that that's what it was because the, the description in my bank statement only.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It said American public and so that kind of eluded me to the resolve of this so I appreciate that very much.
[AGENT][POSITIVE] You're welcome. And there will be an explanation of benefit mailed to you, so you should be getting that probably any day as well.
[CUSTOMER][POSITIVE] OK, perfect. Well, I, I've been traveling for the last like week and a half. I just got home last night and uh I, I probably have a mailbox full of stuff and could be around for a while to check it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there anything else I can help you out with, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I think I'm good, thank you very much. I'll, I mean, if I have any questions after I read the letter, I'll let you know.
[AGENT][NEUTRAL] OK, will you
[AGENT][POSITIVE] OK. Well, you have a good day and thank you for calling American Public Life.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mm, goodbye.
[CUSTOMER][NEUTRAL] Bye