AccountId: 011433970860
ContactId: 555a41c9-3925-49c0-92ce-c276ef15dee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47319 ms
Total Talk Time (AGENT): 23999 ms
Total Talk Time (CUSTOMER): 15176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/555a41c9-3925-49c0-92ce-c276ef15dee5_20250423T16:52_UTC.wav
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[AGENT][POSITIVE] Excellent. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling from the medical center in [PII] with family practice office.
[CUSTOMER][NEUTRAL] I need to verify your mailing address for claims.
[AGENT][NEUTRAL] Um, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and do y'all accept claims um by fax?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.