AccountId: 011433970860
ContactId: 3fd01a45-f1f6-4c21-a513-cc132c747172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104059 ms
Total Talk Time (AGENT): 30520 ms
Total Talk Time (CUSTOMER): 63110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3fd01a45-f1f6-4c21-a513-cc132c747172_20250619T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII] how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm OK. My name is [PII] and I'm with West Jefferson Medical Center in [PII]. Excuse me, I'm sorry, and I'm calling to verify the mailing address for a claim that we have.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh, it was sent to, uh, it was sent to [PII], and it was sent back to us stating that it was refused.
[AGENT][NEUTRAL] OK. Uh, yeah, that's an old address for us. So let me give you our new one.
[CUSTOMER][POSITIVE] OK, I would appreciate that.
[AGENT][NEUTRAL] Um, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK [PII] [PII].
[CUSTOMER][NEUTRAL] And the I'm sorry, zip is [PII].
[AGENT][NEUTRAL] Yes, and be sure it's [PII].
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][POSITIVE] I sure will and [PII], thank you so very much I really appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too ma'am goodbye.
[AGENT][NEUTRAL] Bye.