AccountId: 011433970860
ContactId: bafb695d-e5f8-47e2-aceb-8b33825232a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115839 ms
Total Talk Time (AGENT): 34372 ms
Total Talk Time (CUSTOMER): 63261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bafb695d-e5f8-47e2-aceb-8b33825232a1_20250102T16:54_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII] with Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] Hey, I'm doing wonderful how about yourself today?
[CUSTOMER][NEUTRAL] I'm, I'm doing pretty good thanks so much for asking. I was just calling uh because we uh mailed out a claim for one of our patients and um we got the, the, um, the claim uh returned to us uh it says just that the address was not deliverable and so I was just wanting to make sure that I have the correct [PII].
[AGENT][NEUTRAL] Yeah, what's the address you have?
[CUSTOMER][NEUTRAL] Uh, so I have a, uh, you know, [PII], [PII], and then is that [PII] sorry, go ahead.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] No, yeah, uh, we did update our mailing address just like 2 years ago, but I can give you that updated mailing address.
[CUSTOMER][NEUTRAL] Yes, let me update it on our system. Give me one quick sec.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Last year uh in January.
[CUSTOMER][POSITIVE] Alright, ready whenever you are.
[AGENT][NEUTRAL] You bet you, so it's gonna go to [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What is the zip code one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so I have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect, I will resend that thank you.
[AGENT][POSITIVE] Hey my pleasure, thank you.
[CUSTOMER][POSITIVE] Have a wonderful day bye bye.
[AGENT][NEUTRAL] You too, bye bye.