AccountId: 011433970860
ContactId: ff8e95a4-1c04-40d1-b253-cd291da6b910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105290 ms
Total Talk Time (AGENT): 56060 ms
Total Talk Time (CUSTOMER): 33152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ff8e95a4-1c04-40d1-b253-cd291da6b910_20250220T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm with Citizens Memorial Healthcare, and I was wondering a mailing address to send a claim to.
[AGENT][NEUTRAL] OK. Um, Ms. [PII], it depends on the type of the type of policy the member has. There's two different addresses that we use. Um, do you have a policy number for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 01835963.
[AGENT][NEUTRAL] OK, thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] OK, thank you. It's OK. All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Perfect, thank you. All right. And for this one, this is a secondary policy. Um, the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you very much I'll get this out to you.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] OK well you have a good afternoon. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye bye.