AccountId: 011433970860
ContactId: 74e446df-7d04-4b4b-b232-fbe6b7ef9d79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69089 ms
Total Talk Time (AGENT): 31927 ms
Total Talk Time (CUSTOMER): 25271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/74e446df-7d04-4b4b-b232-fbe6b7ef9d79_20250401T19:25_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, we have an old insurance policy and I just found out about the uh claims we can for like colonoscopies and stuff, and I did all the paperwork to send it in, but they said it was the wrong address and sent it back. What address do I send it to?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, yes, uh, let me know when you're ready I'll give you that correct claims address.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All righty, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I will try that again then.
[AGENT][POSITIVE] All [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, this time, thank you.
[AGENT][POSITIVE] Of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.