AccountId: 011433970860
ContactId: 2ed9d326-f4a5-4432-8e09-05f46bfdd1bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106349 ms
Total Talk Time (AGENT): 43960 ms
Total Talk Time (CUSTOMER): 65501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2ed9d326-f4a5-4432-8e09-05f46bfdd1bf_20250514T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How about yourself, [PII]?
[CUSTOMER][POSITIVE] Oh I'm good. I'm hoping I'm, I'm ready for Friday afternoon.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEGATIVE] I know that's terrible. I'm calling from Retreat Cardiology, and I just have a question. Uh, we've been sending claims to you at [PII], and the post office has returned them. Is there a new address, please?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] There is, dear, I'm so sorry. Let me give you the new address.
[CUSTOMER][POSITIVE] Oh, don't be sorry he gave me something to do and I got to talk to you, so that's good.
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] Whenever you're ready I can give that to you.
[CUSTOMER][POSITIVE] I'm ready, dear, thank you.
[AGENT][NEUTRAL] OK, no problem. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] I'm home my city.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, and zip code is [PII].
[CUSTOMER][NEUTRAL] You are me, OK, [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, sometimes I write backwards. It's crazy. It was crazy. I Sarah, I can't thank you enough. I hope you have a great day and made the work day go by fast.
[AGENT][NEUTRAL] Oh I hear you.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Uh, for you as well, [PII], and also Friday can't come soon enough.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Amen girl. Amen. I have a good one. Don't work too hard.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.