AccountId: 011433970860
ContactId: f6140453-1cc7-4748-9d68-2c346cb4af06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119739 ms
Total Talk Time (AGENT): 38734 ms
Total Talk Time (CUSTOMER): 68327 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f6140453-1cc7-4748-9d68-2c346cb4af06_20250327T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling uh from a provider's office and uh needing to know your uh new address apparently the one that we have on file, it's no longer uh available.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Oh, you, you're needing the claims address correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, OK, I can get that for you let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, I have it as [PII].
[AGENT][NEUTRAL] That is correct. That is that is our, uh, cousin's address.
[CUSTOMER][NEUTRAL] OK, I just want to verify it and your uh first name is.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's right, um, I've also got a fax number and a payer ID if you'd like.
[AGENT][NEUTRAL] For claims?
[CUSTOMER][NEUTRAL] OK, hold on, uh.
[CUSTOMER][NEUTRAL] I have the i hold on, let's see.
[CUSTOMER][NEUTRAL] Uh, the payer ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And um what is the fax number?
[AGENT][NEUTRAL] Fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 23 oops hold on because it doesn't 365.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on because it doesn't uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm, I have to go in a different screens. So 877.
[AGENT][NEUTRAL] 365 9423.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] 23. Great. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Yes, you're welcome, of course. Thanks, how I feel. You too. Bye bye.