AccountId: 011433970860
ContactId: 3262e5ff-c14f-46d5-b5aa-3aea8f808778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80900 ms
Total Talk Time (AGENT): 30732 ms
Total Talk Time (CUSTOMER): 41617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3262e5ff-c14f-46d5-b5aa-3aea8f808778_20250610T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, my name is [PII], and I'm sending him a claim, but I just wanna make sure I have the right address to send it to.
[CUSTOMER][NEUTRAL] Your medicines right there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for APL our claims address is [PII].
[CUSTOMER][NEUTRAL] Alright, hang on just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, give me the zip one more time. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, [PII] and um [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right. And I will get that sent off. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Uh-huh.