AccountId: 011433970860
ContactId: 32a008fe-ab3f-40ca-8c99-c13e12d01cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79309 ms
Total Talk Time (AGENT): 40699 ms
Total Talk Time (CUSTOMER): 35210 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/32a008fe-ab3f-40ca-8c99-c13e12d01cd6_20250529T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from a provider's office. Um, I have a claim that we're trying to get mailed and it came back, um, about the address something's wrong with the address, so I'm calling to see, yes ma'am, where we need to send our claims.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No worries, yeah, it might be our old one, so I've got a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Um, yeah, the address that we have is a [PII].
[AGENT][POSITIVE] Yeah, that's our older one let me know when you're ready and I'll give you the the new one.
[CUSTOMER][NEGATIVE] That's not right, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much I appreciate your help very much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you very much have a good day.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mhm.