AccountId: 011433970860
ContactId: 9c0b6135-1cc7-4aa0-8e56-ee010f91880a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174770 ms
Total Talk Time (AGENT): 77205 ms
Total Talk Time (CUSTOMER): 68426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9c0b6135-1cc7-4aa0-8e56-ee010f91880a_20250424T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] for Doctor [PII]'s dental office in [PII]. I just, uh, got a, a piece of mail back from American Public Life saying I had the wrong address. I sent it to [PII] for the dental claims. Uh, do you have a new address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes ma'am, I can give that to you whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEGATIVE] Uh, [PII] shoot, I put it in the wrong place.
[CUSTOMER][NEUTRAL] I'll put it in the place of the state. Hang on.
[AGENT][NEUTRAL] Oh, that's OK. I can repeat it if you need me to.
[CUSTOMER][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] Yeah, uh, one second, let me get this erased. OK, go ahead.
[AGENT][NEUTRAL] OK, did you just need the zip?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I've also, yes, ma'am, and I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, so that fax number is [PII] yeah fax is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] Now is that for [PII]? Oh my gosh, you know I did it.
[CUSTOMER][NEUTRAL] I took off her group number.
[AGENT][POSITIVE] Oh, I can get that pulled up and I get that for you.
[CUSTOMER][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] OK, what, what was that payer ID again?
[AGENT][NEUTRAL] Sure, 60801.
[CUSTOMER][NEUTRAL] 60801. OK. All right. um I think it was LA 4464, it's for [PII], let me give you her date of birth.
[AGENT][NEUTRAL] Um, actually, if you have her policy number, I can pull it up quicker that way.
[CUSTOMER][NEUTRAL] Oh here it is LA 0144 uh her policy number, uh, I don't have that. I just have her social.
[AGENT][NEUTRAL] Oh that's OK. I mean if you found the group number then that's fine. Did you need me to uh pull anything else up?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, that's all that's everything I needed.
[AGENT][POSITIVE] OK, alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.