AccountId: 011433970860
ContactId: d63db5a0-841c-4753-b845-452ad815c58f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110290 ms
Total Talk Time (AGENT): 59342 ms
Total Talk Time (CUSTOMER): 33841 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d63db5a0-841c-4753-b845-452ad815c58f_20250410T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify your claims mailing address for dental.
[AGENT][NEUTRAL] Alright, go ahead and give me a policy number.
[CUSTOMER][NEUTRAL] OK, it is 01152338.
[AGENT][POSITIVE] Alrighty, thank you for that. Now go ahead and give me your name right quick, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII], thank you for that. Let me get it pulled up. Let's see.
[AGENT][NEUTRAL] What's your patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, let's see. I do show Maxine is covered under this dental plan. Alright, thanks, [PII], for all that information. Now you want to know where to mail these claims to. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, our claims come here to APL claims department.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] We're [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you so much. I had mailed it and I think we have a different address in here and it said that the forwarding was different, but the new address was on this and I just wanted to confirm it.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, well, is that all I can help you with then, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, that is all.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APO Mandy. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.