AccountId: 011433970860
ContactId: 319908e5-9e96-470b-b014-5f0569be9d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109830 ms
Total Talk Time (AGENT): 28039 ms
Total Talk Time (CUSTOMER): 52753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/319908e5-9e96-470b-b014-5f0569be9d92_20250523T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we sent a manual claim, uh, to the address on the patient's, uh, dental insurance card, and it was returned back to us, so I am just looking to get the correct address.
[AGENT][NEUTRAL] OK, um, our PO box is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, not even the same state now, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, in the city.
[CUSTOMER][NEUTRAL] OK, I will send that back out to you. So does the should the patient get a new card or?
[AGENT][NEUTRAL] Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, the policy number is 1075266.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I can send them out a new card, uh, if the one you have on file is old.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK all right I appreciate it thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.