AccountId: 011433970860
ContactId: 158442de-3ffb-489f-8aa9-95e7ea27aa50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 45250 ms
Total Talk Time (CUSTOMER): 74249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/158442de-3ffb-489f-8aa9-95e7ea27aa50_20250507T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling um because I have a bill that I need to submit and I wanna make sure that the address that I have for my claim to to mail is correct.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and I am calling from South Florida Rehab and Training Center.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number in calling?
[AGENT][NEUTRAL] Or for the patient.
[CUSTOMER][NEUTRAL] OK, what I have is I have 02443391.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And you just want to verify the mailing address?
[CUSTOMER][NEUTRAL] I wanna make sure that the uh mailing address that we have, I mean, I don't know if I can submit these bills any other way, but I just have where they're supposed to be mailed and I need to make sure that the address that we have on file is the correct one.
[AGENT][NEUTRAL] OK, um, well, I can give you the mailing address, um, or verify. OK, it is [PII].
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it because I had [PII].
[AGENT][NEUTRAL] Yes, ma'am. That was our old one. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you so much. I will go ahead and uh mail this out. Thank you so much. You have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Children