AccountId: 011433970860
ContactId: 92a8ca6c-f24d-4256-8694-844e551fd621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85360 ms
Total Talk Time (AGENT): 50677 ms
Total Talk Time (CUSTOMER): 35982 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/92a8ca6c-f24d-4256-8694-844e551fd621_20250213T20:58_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi, I'm calling from Professional physical therapy. My name is [PII]. If you can help me, I just need to verify your claims mailing address.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, um, sure. Well, we have two addresses depending on the product, depending on the policy the member has. So if you have a policy number, I can give you better information.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, see, I'm not calling anybody specific. The only we have on file is a [PII], I think it's [PII] or [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's an old address. That one changed. I can give you the the address that it changed to, um, Miss [PII]. OK, sure. Alright, the address that it changed to is [PII].
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][NEUTRAL] Oh, please, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] and the number I called you on, that's the, is that the generic number for your company?
[AGENT][NEUTRAL] Yeah, mhm, yes.
[CUSTOMER][POSITIVE] All right, darling. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that's it. Thank you though.
[AGENT][POSITIVE] You're welcome. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.