AccountId: 011433970860
ContactId: 614a19c9-54bd-4496-b833-be86497d4814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61569 ms
Total Talk Time (AGENT): 23180 ms
Total Talk Time (CUSTOMER): 31609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/614a19c9-54bd-4496-b833-be86497d4814_20250423T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I am with Texoma Care and I just wanted to get y'all's correct mailing address and payer ID. We submitted a claim to the PO box in [PII] and it was rejected.
[AGENT][NEUTRAL] Oh OK, yes, our PO box is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And good payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, payer ID is the same then let me repeat that [PII] and payer ID 60801.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] All right, that's all I needed thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] You too thank you bye bye.