AccountId: 011433970860
ContactId: de6767fb-47f4-4926-b3d4-caffa7b4c3e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123540 ms
Total Talk Time (AGENT): 39189 ms
Total Talk Time (CUSTOMER): 69536 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/de6767fb-47f4-4926-b3d4-caffa7b4c3e7_20250411T16:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh hi, I am so sorry to bother you guys. I had just called a little minute ago and I got the benefits and everything on my patients.
[CUSTOMER][NEUTRAL] And I didn't get the mailing address to send the claim, the billing address. Can you help me with that?
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh huh my name is [PII] and my phone number is [PII].
[CUSTOMER][NEUTRAL] I knew it all went so smooth and then I went to put the information in and I thought wait a minute what's the address? I didn't ask.
[AGENT][NEUTRAL] No problem. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Her policy number is 0257.
[CUSTOMER][NEUTRAL] 3196.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I need, I'm gonna need another piece of paper.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for the mailing address that would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I thought that was it [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it now I can fill in all the blanks. Thank you for your help. I'm sorry to bother you guys again.
[AGENT][POSITIVE] Oh, it's no problem. And is there anything else I can assist you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's it. Have a great weekend, OK.
[AGENT][POSITIVE] Thank you same to you thank you for calling American Public Life.