AccountId: 011433970860
ContactId: 18a810d3-bc8f-46a2-a8e2-4aba89c788d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123900 ms
Total Talk Time (AGENT): 57551 ms
Total Talk Time (CUSTOMER): 48548 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/18a810d3-bc8f-46a2-a8e2-4aba89c788d6_20250623T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Center for Excellence in Eye care. I need to confirm your claims mailing address.
[AGENT][NEUTRAL] I'm sure, [PII]. I can assist you with that information. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number that you're calling about.
[CUSTOMER][NEUTRAL] 02556468
[AGENT][NEUTRAL] Please verify your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And our mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]. And um claims can
[CUSTOMER][NEUTRAL] 731-24-895.
[AGENT][NEUTRAL] 0.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, claims can also be faxed in, and we have a pair ID if you need that information also.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the fax?
[AGENT][NEUTRAL] It's [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] For you're here.
[CUSTOMER][NEUTRAL] sure.
[CUSTOMER][POSITIVE] I would have left it on the desk, but there's there's you're good. You're good.
[CUSTOMER][POSITIVE] Thank you so much for your help I appreciate it. I hope you have a great day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. Hope you have a great day as well. Mm bye.