AccountId: 011433970860
ContactId: 192d7abd-ff07-485c-90ff-09589c025202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116139 ms
Total Talk Time (AGENT): 26579 ms
Total Talk Time (CUSTOMER): 45789 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/192d7abd-ff07-485c-90ff-09589c025202_20250117T16:22_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling ATM. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, I was just calling to get your billing address.
[AGENT][NEUTRAL] Hi, I was just calling to get your billing address.
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Sure, um, the call sounds really far away though. My name is [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] The policy number for the member.
[CUSTOMER][NEUTRAL] Is 02480052.
[CUSTOMER][NEUTRAL] M L
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number 8
[AGENT][NEUTRAL] So if you can verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And are you calling about medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] We found
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The number
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 2489
[AGENT][NEUTRAL] It's still.
[CUSTOMER][NEUTRAL] 24895 hold on hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] address the ATO claims department.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] I can't hear you. I'm sorry.
[AGENT][POSITIVE] Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too bye.