AccountId: 011433970860
ContactId: 7121c13b-be68-4155-962e-deabc0fd416b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35560 ms
Total Talk Time (AGENT): 13198 ms
Total Talk Time (CUSTOMER): 18383 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7121c13b-be68-4155-962e-deabc0fd416b_20250113T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] calling from [PII]. I just need to verify mailing address for medical claims.
[AGENT][NEUTRAL] OK, yeah, absolutely. Uh, what is, do you have a mailing address or?
[CUSTOMER][NEUTRAL] Yes, I have [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I just want to verify, thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye-bye.