AccountId: 011433970860
ContactId: 01528ad5-e119-4150-b6c7-93ca1fbd33b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104330 ms
Total Talk Time (AGENT): 46578 ms
Total Talk Time (CUSTOMER): 26563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/01528ad5-e119-4150-b6c7-93ca1fbd33b4_20250527T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling to get a claims address to mail in a claim.
[AGENT][NEUTRAL] OK. Uh, do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Um, the number that I'm showing for the patient is 639-063.
[AGENT][NEUTRAL] OK, thank you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and give me a moment.
[AGENT][NEUTRAL] Give me one moment, my computer is going slow.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Oh wow, he's.
[AGENT][NEUTRAL] Up in age. Um, um, I'll give you a mail address when you're ready. I'm sorry.
[CUSTOMER][POSITIVE] You're fine. I'm ready.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you repeat that zip for me one more time?
[AGENT][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][POSITIVE] That's all I needed. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye bye.