AccountId: 011433970860
ContactId: 3bb3ec3e-aac2-41a1-ac92-a02a536fb24c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55090 ms
Total Talk Time (AGENT): 33710 ms
Total Talk Time (CUSTOMER): 14619 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3bb3ec3e-aac2-41a1-ac92-a02a536fb24c_20250609T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. What is your claims address?
[AGENT][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I've also got a uh fax number and a payer ID if you'd like.
[CUSTOMER][POSITIVE] Got it. OK, great. Thank you.
[CUSTOMER][NEUTRAL] OK, what's the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][POSITIVE] OK, great. I got it. Thank you.
[AGENT][POSITIVE] All right, you're welcome have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.