AccountId: 011433970860
ContactId: 08abfc92-facb-408f-adaa-0657cce2dad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99610 ms
Total Talk Time (AGENT): 43621 ms
Total Talk Time (CUSTOMER): 34582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/08abfc92-facb-408f-adaa-0657cce2dad2_20250306T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office and I'm trying to figure out y'all's correct claims address. We mailed over some claims and they were returned to us.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the mailing address. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] That one is sorry I had to pulled up and I just clicked out of it um.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] 02446039 M as in Mike L as in Lima and then the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the mailing address for this policy um for claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much. Is there any kind of like call reference number I could help?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII] and my name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You also thanks for calling APL. Bye bye.