AccountId: 011433970860
ContactId: cb233e1b-ccd8-40d9-aae7-576d856299d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115620 ms
Total Talk Time (AGENT): 49560 ms
Total Talk Time (CUSTOMER): 51568 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cb233e1b-ccd8-40d9-aae7-576d856299d2_20250107T15:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Carolina Center, the [PII] location, and I was just wondering if you could possibly give me an address to mail dental claims to.
[AGENT][NEUTRAL] Uh, yes, ma'am. Let me get that.
[AGENT][NEUTRAL] The policy pulled up for you. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 2554835
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you're calling for mailing address for claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is it what is it the company called? I mean what do I put before that?
[AGENT][NEUTRAL] American Public Life. I'm sorry. [PII] you can address it [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you so much for your help you have a great day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, I had called earlier and got benefits but I forgot to get the address.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK. No problem. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.