AccountId: 011433970860
ContactId: 7d249fd8-854c-4032-b409-53e5426a3600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63900 ms
Total Talk Time (AGENT): 34511 ms
Total Talk Time (CUSTOMER): 12920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=4.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7d249fd8-854c-4032-b409-53e5426a3600_20250506T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office and I'm just calling to see if I can get the claims address.
[AGENT][NEUTRAL] Yes ma'am, I can give you the claims address. You just let me know when you're ready, Miss [PII].
[CUSTOMER][POSITIVE] Uh yes ma'am, I'm ready.
[AGENT][NEUTRAL] OK, the claims address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was it. Thank you.
[AGENT][POSITIVE] You're very welcome. You have a good rest of your week and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] Yes and thank you.
[AGENT][NEUTRAL] Bye-bye.