AccountId: 011433970860
ContactId: bb48dbc2-ffaf-4159-9e2a-b1ad0bed1247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151339 ms
Total Talk Time (AGENT): 73388 ms
Total Talk Time (CUSTOMER): 65131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/bb48dbc2-ffaf-4159-9e2a-b1ad0bed1247_20250505T17:32_UTC.wav
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[AGENT][NEUTRAL] My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I can, I can barely hear you, can, uh, you speak up?
[AGENT][NEUTRAL] OK, can you hear me a little, yes, can you hear me a little better now?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I need to get y'all.
[CUSTOMER][NEUTRAL] Maybe your claims mailing address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Our mailing address, um, is this for a, uh, Medlink policy? Do you have a policy number because I need to know uh what the policy is so that I'll know which address to send it to.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If I give you the policy number, can you, I'm not sure. I don't have the insurance card with me. I just have the member ID.
[AGENT][NEUTRAL] OK, uh, and what is that number, please?
[CUSTOMER][NEUTRAL] 02595732.
[AGENT][POSITIVE] I appreciate that and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected while I'm looking at this address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. um, and I'm sorry, I didn't catch your name. I, I have to have that for my records.
[CUSTOMER][NEUTRAL] I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. Now the policy went into effect on [PII]. It is active and our mailing address for this type of policy is [PII].
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] for this type of.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh yes, [PII]. Now is there anything else at all I can tell you about this policy besides the mailing address?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah [PII]
[CUSTOMER][NEUTRAL] Anything I can tell you
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I was just, I need to confirm the address. I'm gonna repeat that the [PII] to you. Is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and it's Ok [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, alright, um, awesome, that's all I needed thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting UP