AccountId: 011433970860
ContactId: 80db05b2-8a9a-4fd8-a291-43a30948949b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145020 ms
Total Talk Time (AGENT): 56810 ms
Total Talk Time (CUSTOMER): 60991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/80db05b2-8a9a-4fd8-a291-43a30948949b_20250328T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for call
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], um, my name is [PII]. I'm calling from a provider's office and I was calling to find out um how we can update our mailing and pay to address with you.
[AGENT][NEUTRAL] OK, Ms. [PII], um, so if you need to update the mailing address, you'll need to see it, send a new W-9 form in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me give you the address to send that to if you don't have it already, um, it is [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip is [PII].
[CUSTOMER][NEUTRAL] OK, uh, just to confirm, I have [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Perfect. And um there's
[CUSTOMER][NEUTRAL] Mailing it in is is the only way to update it.
[AGENT][NEUTRAL] Yes ma'am, is to send in the the new W9 form by mail.
[CUSTOMER][POSITIVE] OK perfect and then.
[CUSTOMER][NEUTRAL] One other question, um,
[CUSTOMER][NEUTRAL] Do you guys.
[CUSTOMER][NEUTRAL] Because I see it's like a life insurance.
[CUSTOMER][NEUTRAL] Um, do you go based off of the address that's submitted with the claims, or do you have stored provider information in your system?
[AGENT][NEUTRAL] We have stored provider information in the system.
[CUSTOMER][POSITIVE] Perfect. OK, great. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, I think that'll do it. Thank you so much.
[AGENT][POSITIVE] OK, well, you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You do the same. Mm.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.