AccountId: 011433970860
ContactId: d437ef6a-688c-4955-a4d3-a09651be9cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94220 ms
Total Talk Time (AGENT): 44351 ms
Total Talk Time (CUSTOMER): 32054 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d437ef6a-688c-4955-a4d3-a09651be9cd7_20250624T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling um from Broadway Health Coral Spring. I recently spoke with a representative. I got benefits for a patient, but I forgot to get the mailing address, the claim mailing address.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh sure yeah I can give that to you whenever you're ready.
[CUSTOMER][NEUTRAL] OK, the patient has APL.
[AGENT][NEUTRAL] Yes, uh, so that is PO Box.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Correct, um, and I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Say your ID.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the fact.
[AGENT][NEUTRAL] That is 877.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, not a problem. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.