AccountId: 011433970860
ContactId: 147d8266-0097-4d38-823b-cc73208ceb46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45880 ms
Total Talk Time (AGENT): 19470 ms
Total Talk Time (CUSTOMER): 23808 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/147d8266-0097-4d38-823b-cc73208ceb46_20250304T19:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I just wanted to double check if I'm mailing in wellness claim forms. Do I send them to [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am. You can mail it or you can fax it or if you set up on our online service center, you can upload the claim either way. But yes, that is the correct mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and is that also the correct mailing address for cancer forms?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APM Ms. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Yeah.