AccountId: 011433970860
ContactId: 60a6ce6b-d387-4468-9eea-b6485513eb14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49619 ms
Total Talk Time (AGENT): 27920 ms
Total Talk Time (CUSTOMER): 16599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/60a6ce6b-d387-4468-9eea-b6485513eb14_20250327T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just looking to verify your claims mailing address. You got some claims sent back to us saying that the forwarding time expired, and I just wanna verify that the address they gave me is the correct one.
[AGENT][NEUTRAL] OK, yes ma'am. I can verify that for you. So you'll send it to APL claims and that is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your time.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye.