AccountId: 011433970860
ContactId: b291d6ae-a7cf-4789-ae6c-60d75200e710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90940 ms
Total Talk Time (AGENT): 47348 ms
Total Talk Time (CUSTOMER): 28550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b291d6ae-a7cf-4789-ae6c-60d75200e710_20250604T15:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I was needing y'all's claims address for dental.
[AGENT][POSITIVE] OK, um, yes, I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, and you're calling from a provider's office or this is your personal account?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] What's the name of the provider?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Um, so the address to submit claims for any dental is going to be [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, do I do attention?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just to attention claims on there?
[AGENT][NEUTRAL] Yeah, you can put ATL claims or just claims.
[CUSTOMER][NEUTRAL] APL claims alright.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Mhm. You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] You have a good day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] OK. Thank you. Bye-bye.