AccountId: 011433970860
ContactId: 5c2845b6-1353-4d08-be08-284b7b4324f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49979 ms
Total Talk Time (AGENT): 21662 ms
Total Talk Time (CUSTOMER): 24297 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5c2845b6-1353-4d08-be08-284b7b4324f5_20250513T21:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Doctor [PII]'s office. I am just calling with a generic question. Want to make sure that we are sending our claims to the proper payer ID and address for American public life.
[AGENT][NEUTRAL] Uh, yes, our payer ID is 60801, and then our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I got it. [PII], that was not in there. OK. Thank you so much. Appreciate your time.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye.