AccountId: 011433970860
ContactId: 66006d7f-72e6-4d9f-93fa-7e3c4f36d5c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49180 ms
Total Talk Time (AGENT): 21930 ms
Total Talk Time (CUSTOMER): 17831 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/66006d7f-72e6-4d9f-93fa-7e3c4f36d5c6_20250428T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII] calling from the Medical Center in [PII] with family practice office. I was needing to get your correct mailing address for uh medical claims.
[AGENT][NEUTRAL] OK. Plain's mailing address is gonna be [PII].
[AGENT][NEUTRAL] In [PII], [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[CUSTOMER][NEUTRAL] So [PII], was your old address?
[AGENT][NEGATIVE] Yes, ma'am. That's not a valid one anymore.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much for this information.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye