AccountId: 011433970860
ContactId: 8a6abf35-1b32-446b-877f-06856cb71af5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185050 ms
Total Talk Time (AGENT): 65590 ms
Total Talk Time (CUSTOMER): 74918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8a6abf35-1b32-446b-877f-06856cb71af5_20250401T19:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from a dental office and I'm calling, um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I think mainly I think we had the wrong address to mail the claim to for a patient and it came back saying they no longer had the policy but the patient says she does have the policy and that there was a new address so I just wanna make sure I have the right address for her.
[AGENT][NEUTRAL] OK, I can help you with that address. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 00719091.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, it looks like that is the expired policy number. Let me give you the new one,
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Oh, there's a new policy number uh.
[AGENT][NEUTRAL] Yeah, there's a new policy number. Let me get that pulled up real quick.
[AGENT][NEUTRAL] OK, you ready for the new policy?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that policy number is 985214.
[CUSTOMER][NEUTRAL] 985214 OK.
[AGENT][NEUTRAL] Yes, and then, um, our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you give me those last numbers again?
[AGENT][NEUTRAL] Uh, zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it the [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, I will get this refiled for her.
[AGENT][NEUTRAL] OK, anything else I can help today with [PII]?
[CUSTOMER][NEUTRAL] Um, no, that, that was all.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye bye.