AccountId: 011433970860
ContactId: 3ec103b9-50ea-4a75-a4e3-bbd2223f795b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108540 ms
Total Talk Time (AGENT): 42897 ms
Total Talk Time (CUSTOMER): 54609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3ec103b9-50ea-4a75-a4e3-bbd2223f795b_20250410T14:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Florida Lake Surgical, and I wanted to confirm the address to send a claim by mail.
[AGENT][NEUTRAL] So [PII], I can assist you with that. Can I have your call back number and that policy number that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, it is a callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02271385 M as in Mary, L as in Larry, B as in boy.
[AGENT][NEUTRAL] Thank you. And can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Thank you [PII], you're calling to verify the mailing address for claims, so it'll be addressed to APL claims department.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK, let me, mhm.
[AGENT][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] [PII]. It's [PII].
[CUSTOMER][NEUTRAL] OK, and it will be addressed to what you said at the beginning?
[AGENT][NEUTRAL] APL claims department. A as in Alpha. P as in Paul, L as in Lima, claims department.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you, no ma'am thank you I appreciate that.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye you too.