AccountId: 011433970860
ContactId: 6db606db-52f2-40ee-89e5-d3ccd77e21c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113750 ms
Total Talk Time (AGENT): 38908 ms
Total Talk Time (CUSTOMER): 58956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/6db606db-52f2-40ee-89e5-d3ccd77e21c9_20250425T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a provider's office and I just wanna know if you moved or changed your billing address. I have two addresses for you, uh, for American Public Life.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with our mailing address. Um, first, could I get your name and a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And could I get the policy number that you're calling about?
[CUSTOMER][NEUTRAL] Yes ma'am, 1451702 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. And what mailing address are you showing?
[CUSTOMER][NEUTRAL] I have two. I have a [PII] in [PII], and I have a [PII] in [PII].
[AGENT][NEUTRAL] OK. The first one, that one is old. We no longer have that one and the second one, that's our current address.
[CUSTOMER][POSITIVE] Perfect, thank you, so that [PII] is an old address.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for your time I appreciate it have a good weekend.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You do the same, [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK well I thank you again for calling ATL. You have a great weekend as well. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm.