AccountId: 011433970860
ContactId: ff775f1a-6ef2-4bf8-ab95-27af308d2f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120389 ms
Total Talk Time (AGENT): 75172 ms
Total Talk Time (CUSTOMER): 44959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ff775f1a-6ef2-4bf8-ab95-27af308d2f03_20250407T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, I want to know if you uh guys had a change of address.
[AGENT][NEUTRAL] You want to do a change in my address?
[CUSTOMER][NEUTRAL] No, I want to know if American Public Life has had a change of address. I have returned mail.
[AGENT][NEUTRAL] Oh, OK. Um, do you, just in general about our address?
[AGENT][NEUTRAL] Because we.
[CUSTOMER][NEUTRAL] Yes ma'am, I have patience, but um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I mean I have um.
[CUSTOMER][NEUTRAL] Return mail from uh several so I mean you know different accounts different people different people so yeah it's not.
[AGENT][NEUTRAL] Several places
[AGENT][NEUTRAL] OK, yeah, it will, it depends on the particular group. Some, uh, come to APO direct, some go to repricing, so it would really depend on what group, but our general main address is APO claims department [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so did you ever have an address [PII]?
[AGENT][NEUTRAL] Yes, ma'am, and that we changed that to the address I just gave you about 2 years ago. Yes, ma'am. uh [PII] was our old address and I'm sorry I didn't catch your name.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] It's [PII] um.
[AGENT][NEUTRAL] [PII], OK. But yes, ma'am, so we did change.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] So the address now is [PII] [PII].
[AGENT][POSITIVE] That is correct, Ms. [PII].
[CUSTOMER][POSITIVE] Appreciate all you have a great day.
[AGENT][NEUTRAL] OK. Well, yes, ma'am. Is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am, that was it.
[AGENT][POSITIVE] OK, well, have a great day, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.