AccountId: 011433970860
ContactId: a6fcf246-2393-4f44-a3a6-6caf4cdcfccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144179 ms
Total Talk Time (AGENT): 73511 ms
Total Talk Time (CUSTOMER): 63081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a6fcf246-2393-4f44-a3a6-6caf4cdcfccb_20241231T16:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, I was just wondering if you can um help me provide me with the uh claim address for dental.
[AGENT][NEUTRAL] Yes, ma'am, yes ma'am, go ahead and give me your name and the insured policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Let me give you that number. The policy number is going to be 02451114.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, what's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] It's [PII] and the last name, it is [PII] And his date of birth, it is [PII].
[AGENT][NEUTRAL] Alright, thank you so much for that, [PII]. OK, let's see, so you wanting to know APL's address in order to mail a claim in, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because I, I do see that this dental plan is terminated. Is it a recent data service or an old data service?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is an old data service. It was for [PII] of this year.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, he was covered. OK, you can send your claim in uh APL at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] And we are in [PII], [PII].
[AGENT][NEUTRAL] And the zip is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am, [PII], and is that all I can answer for you today?
[CUSTOMER][POSITIVE] Uh, that is all. Thank you so much.
[AGENT][POSITIVE] OK, yes, ma'am, and thank you for calling APL care and you have a great [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.