AccountId: 011433970860
ContactId: 633aa232-0f4d-458f-af6e-6dfe231a6c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85260 ms
Total Talk Time (AGENT): 48480 ms
Total Talk Time (CUSTOMER): 30808 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/633aa232-0f4d-458f-af6e-6dfe231a6c2e_20250430T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi. I'm trying to get a correct mailing address for this patient's claims.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] For [PII], yes, um, that is, uh, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] to handle
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] The date till it's seated with the.
[AGENT][NEUTRAL] The code is [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And we've also got
[CUSTOMER][NEUTRAL] OK, I apologize. Can you, can you, can you repeat the zip code, please?
[AGENT][NEUTRAL] Oh no, that's OK, go ahead.
[AGENT][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] OK, so the uh the [PII].
[AGENT][NEUTRAL] Correct, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Uh, what's the payer?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, let's see, OK, ma'am, that's what I needed to know.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][POSITIVE] Thanks bye bye.