AccountId: 011433970860
ContactId: 91afc472-2e66-4db3-80f8-b43c3af2415f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212330 ms
Total Talk Time (AGENT): 63041 ms
Total Talk Time (CUSTOMER): 51510 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/91afc472-2e66-4db3-80f8-b43c3af2415f_20250430T12:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name's uh [PII]. I'm calling from Doctor uh [PII]'s office. I'm just calling to double check on your address because we sent out uh an insurance form and we got it back.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The ID you want the ID number?
[AGENT][NEUTRAL] Mhm what do you have for the ID?
[CUSTOMER][NEUTRAL] 754-585
[AGENT][POSITIVE] And a good phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can pull up that file because we have a couple of different numbers addresses to send claims to.
[CUSTOMER][NEUTRAL] Oh, this is for Rockwell Consulting.
[AGENT][NEUTRAL] Uh, the ID number that you gave me was for that for a patient ID or policy number? OK, what's the name of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now the policy number you gave me is for a dental policy. Are you a dental provider?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, so the claim's mailing address would be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Oh wait a minute, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and what's the zip?
[AGENT][NEUTRAL] Uh-huh. For [PII]. The zip, the zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alrighty. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, so it was [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right well thank you very much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.