AccountId: 011433970860
ContactId: 65bb782c-b987-438f-b038-5c2ec9dd7d16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82819 ms
Total Talk Time (AGENT): 39179 ms
Total Talk Time (CUSTOMER): 29406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/65bb782c-b987-438f-b038-5c2ec9dd7d16_20250514T18:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, it's [PII] with Advanced Phone and Joint. I was just trying to verify the address for claims.
[AGENT][POSITIVE] OK, I'd be happy to assist with claims address today, [PII]. um, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have a policy number because some of our claims go to [PII], so I wanna make sure I give you the right address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 01828774.
[AGENT][NEUTRAL] Um, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for a dependent [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information. OK, so this is the medling gap policy, so those claims would come to us. So that address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, that is it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye bye.