AccountId: 011433970860
ContactId: 1d3a3be5-ea0f-4dd3-b129-5d5baa59658f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111930 ms
Total Talk Time (AGENT): 45382 ms
Total Talk Time (CUSTOMER): 36782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1d3a3be5-ea0f-4dd3-b129-5d5baa59658f_20250613T13:39_UTC.wav
--------------------------------------------
[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] Oh sure, [PII]. I can assist you with that information. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK. And could I have the, get the policy number that you're calling about?
[CUSTOMER][NEUTRAL] 02486292
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], patient's date of birth is [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. What um address are you showing?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, no, ma'am. That's our old mailing address. Let me give you a new one.
[CUSTOMER][POSITIVE] I'm ready whenever you are.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you so very much for your time I hope you have a wonderful weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK. I thank you again for calling APL. Have a great weekend. Mm bye.
[CUSTOMER][NEUTRAL] You too.