AccountId: 011433970860
ContactId: 5bb1da9e-c02a-4996-a24e-6b46df6f89fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90519 ms
Total Talk Time (AGENT): 39139 ms
Total Talk Time (CUSTOMER): 30823 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5bb1da9e-c02a-4996-a24e-6b46df6f89fe_20250530T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I mean, what's your claim mailing address, please, if you wanna send in documents.
[AGENT][NEUTRAL] Um sorry, can you repeat it please?
[CUSTOMER][NEUTRAL] May I have your mailing address for sending in claim form, please?
[AGENT][NEUTRAL] Um, yes, um, that will be a care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] No, no, oh no.
[CUSTOMER][NEUTRAL] No, not, not email, um, your mailing address.
[AGENT][NEUTRAL] Oh, my apologies, alright, um.
[AGENT][NEUTRAL] That will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and this is just to the same department, right?
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][POSITIVE] All right. All right. Thank you so much. That's all I need. Thank you.
[AGENT][POSITIVE] You're, you're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] OK.