AccountId: 011433970860
ContactId: f34b68b6-fc44-494e-834b-20788f3b01a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78290 ms
Total Talk Time (AGENT): 46039 ms
Total Talk Time (CUSTOMER): 34769 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f34b68b6-fc44-494e-834b-20788f3b01a4_20250109T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], just a super quick question. Do you know if refund checks from a provider come to the claims address, the [PII]?
[AGENT][NEUTRAL] Now that's of course, I have no, I'm not sure if they do or not cause [PII], cause once, when we get them, [PII] send them to us, so I, I don't wanna tell you a story.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just gonna, I'm just gonna give the provider that address. They'll they'll have to route it somewhere. I've been trying to find out for about 10 minutes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can ask him and then I can send you a message on team.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] That's fine. I'll find out later. I just I was thinking maybe somebody sends a refund letter might know, but I'll just give them the claims address.
[AGENT][NEUTRAL] But let me see, I just got a I just did a refund letter. Let me see what's the address on there because I um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I know we just put an email we put an address on there for them to send it over to like send it back to us. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Open it up to see.
[AGENT][NEUTRAL] Yeah it's the [PII] so it's the client's address. It's the address that's on my refund letter.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day. Thank you. Bye.
[CUSTOMER][POSITIVE] You have a great day. Bye-bye.