AccountId: 011433970860
ContactId: 8af8d4e0-d565-4fc0-bb45-35f127e2a5cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88739 ms
Total Talk Time (AGENT): 38539 ms
Total Talk Time (CUSTOMER): 20029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8af8d4e0-d565-4fc0-bb45-35f127e2a5cb_20250327T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I got my medical records. I wanna send to y'all, but y'all's address in [PII]?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Would you like the address?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's APL claims.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At [PII] what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] Alright, I'm at the post office I send them out.
[CUSTOMER][NEUTRAL] That'd be it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That's OK. Well, I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, sir.