AccountId: 011433970860
ContactId: b435bdde-e208-4cd4-9665-26266775a56b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199940 ms
Total Talk Time (AGENT): 60853 ms
Total Talk Time (CUSTOMER): 82979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b435bdde-e208-4cd4-9665-26266775a56b_20250623T14:37_UTC.wav
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[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, I wanna verify your mailing address because I thought I had it correctly and I had a return mail from uh uh claim and, uh, I don't know why uh that's, uh, I wanna verify if it maybe you have a different mailing address for claims Medical.
[AGENT][NEUTRAL] OK, do you, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, 1480315.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] OK, I am the provider. I'm not a member.
[AGENT][NEUTRAL] Oh, you are the provider, OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know the address?
[AGENT][NEUTRAL] For claims
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, I can, I can give that to you. The
[AGENT][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] In [PII] and [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And OK, so this is the, the new PO box uh for all medical bills for ATL.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Because we had a [PII].
[AGENT][NEUTRAL] [PII]. That's an old, that's an old address.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][POSITIVE] Ah, OK, so I need to update my records. OK. So that's the old address. OK, perfect. OK, I'm gonna send that over. Appreciate it. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you have a good day. Bye-bye now.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.