AccountId: 011433970860
ContactId: c220617f-aa8e-45b1-a003-563e459f6b7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85440 ms
Total Talk Time (AGENT): 35620 ms
Total Talk Time (CUSTOMER): 31570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c220617f-aa8e-45b1-a003-563e459f6b7c_20250613T12:23_UTC.wav
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[AGENT][NEUTRAL] ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling on behalf of a hospital. Um, I needed to verify the um claims address for a patient's policy.
[AGENT][NEUTRAL] OK, absolutely. Do you have their policy number? I can just double check.
[CUSTOMER][NEUTRAL] Mhm. It's uh policy 025.
[CUSTOMER][NEUTRAL] 21747.
[AGENT][NEUTRAL] Thank you. And then, [PII], if I can just verify the insured's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you so much. All right, so the claims mailing address whenever you're ready.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yes, go right ahead.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You are welcome. Anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right, you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.