AccountId: 011433970860
ContactId: f773e930-b387-4c58-83e9-254f669238b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117879 ms
Total Talk Time (AGENT): 51223 ms
Total Talk Time (CUSTOMER): 44455 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f773e930-b387-4c58-83e9-254f669238b4_20250619T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] And I am calling to get your payer ID and your mailing address.
[AGENT][NEUTRAL] OK, uh, let me know when you're ready and I'll give you that.
[CUSTOMER][POSITIVE] OK, sure, go ahead, I'm ready.
[AGENT][NEUTRAL] Alrighty, so our mailing address is, uh, this was for claims correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII] mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was the pair.
[AGENT][NEUTRAL] Hey, your ID is, yes, that is 60801.
[CUSTOMER][NEUTRAL] ID.
[CUSTOMER][NEUTRAL] That is 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and do you have, do you happen to have any fax number?
[AGENT][POSITIVE] Yes, absolutely, yes, definitely, that is 877.
[CUSTOMER][NEUTRAL] I can fax it
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9423. And that is 8773659423.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect that's all I needed to know thank you so much for your help.
[AGENT][POSITIVE] All right. You are very welcome. Have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.