AccountId: 011433970860
ContactId: 5ed2a439-8282-48cb-98ec-f5b49c3ec281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82839 ms
Total Talk Time (AGENT): 35504 ms
Total Talk Time (CUSTOMER): 30743 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5ed2a439-8282-48cb-98ec-f5b49c3ec281_20250217T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This, uh, good morning. This is [PII]. I'm calling from the facility Valley Baptist Medical Center. Um, I just wanted to get a claims address, uh, for a member.
[AGENT][NEUTRAL] You would just need uh the address to send claims to.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah I can give that to you let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Some
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've also got a uh fax number and a payer ID if you'd like [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, I'm good with this one. Thank you so much, [PII], for your help. Appreciate it.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Definitely thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] That