AccountId: 011433970860
ContactId: 23487793-b7b5-4a70-a889-75de84c48db6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121550 ms
Total Talk Time (AGENT): 45464 ms
Total Talk Time (CUSTOMER): 39976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/23487793-b7b5-4a70-a889-75de84c48db6_20250529T16:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm calling from West Virginia Consultants. We were trying to submit a claim out on paper and it came back to us, and I'm just wanting to see if you got an updated address for us to send the claims.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] 01644467.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was that patient's name?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just needed the correct address for us?
[CUSTOMER][NEUTRAL] Yeah, we have the [PII], but it came back stating that.
[CUSTOMER][NEGATIVE] That was no longer a valid address.
[AGENT][NEUTRAL] OK, I can help you with that. Um, yes, ma'am. We changed our address. We're no longer at that [PII].
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate that.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.