AccountId: 011433970860
ContactId: 6bfab2a6-0a92-4f47-beba-d250e2d957aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 56880 ms
Total Talk Time (CUSTOMER): 33689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6bfab2a6-0a92-4f47-beba-d250e2d957aa_20250303T14:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just needed to get your claims address please.
[AGENT][NEUTRAL] OK. Are you calling from provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, we have two addresses that we use based on the product. Um, do you have like a policy number so I know which one is the right one for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02565183.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII], no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling from which facility what's the name facility?
[CUSTOMER][NEUTRAL] Piedmont Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, so he has one of our secondaries. OK, the address to submit claims for this one is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] OK, thanks for your help. You have a great day.
[AGENT][NEUTRAL] You as well. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good week, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] OK you too bye bye.