AccountId: 011433970860
ContactId: 0e2cc254-7955-48ba-b1af-786c4de4b9ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89860 ms
Total Talk Time (AGENT): 42309 ms
Total Talk Time (CUSTOMER): 30593 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0e2cc254-7955-48ba-b1af-786c4de4b9ca_20250505T20:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, I was wanting to see, uh, do I have the option to file a claim by mailing it, and if so, can I get the address?
[AGENT][NEUTRAL] Uh, yes, claims can be mailed. Um, our address is [PII].
[AGENT][NEUTRAL] [PII]. OK, sure.
[CUSTOMER][NEUTRAL] Let me write this down [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] Hold on hold on [PII], OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And all I gotta do is just mail mail the bill in?
[AGENT][NEUTRAL] Uh, it depends on, as long as the bill has a, is it for like something medical or?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, if, if it has a description of the services rendered, the bill charges, what diagnosis you were seen for that should be uh sufficient.
[CUSTOMER][POSITIVE] Yes, yes, it does. Thank you so much, uh, do any attention to anybody or?
[AGENT][NEUTRAL] That goes straight to our claims department, so you don't have to put attention anyone.
[CUSTOMER][POSITIVE] OK, I really appreciate it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.