AccountId: 011433970860
ContactId: 3f02855a-b69f-4965-9b42-15594cdcf701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112750 ms
Total Talk Time (AGENT): 53270 ms
Total Talk Time (CUSTOMER): 28400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3f02855a-b69f-4965-9b42-15594cdcf701_20250624T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], all I need is your address to be able to send a claim.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, first, I'll need to get your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII] and now I need the policy number to ensure I give you the correct address.
[CUSTOMER][NEUTRAL] 01729147
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], Harrington, [PII].
[AGENT][NEUTRAL] OK, thank you. And our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do you have a um
[CUSTOMER][NEUTRAL] A payer ID like an electronic payer ID?
[AGENT][NEUTRAL] Yes, ma'am. Our payer ID is 60801 and we also have a fax number.
[CUSTOMER][NEUTRAL] OK, right with the back.
[AGENT][NEUTRAL] The fax number is [PII] and please attention it to the claims department.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That will be it thank you.
[AGENT][POSITIVE] Mhm. Thanks again, [PII] for calling ATL. You have a great day as well. Mm bye.