AccountId: 011433970860
ContactId: 92ab2b1b-940e-43d0-8861-b25e8ae1d671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62290 ms
Total Talk Time (AGENT): 24357 ms
Total Talk Time (CUSTOMER): 24535 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/92ab2b1b-940e-43d0-8861-b25e8ae1d671_20250616T16:18_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Doctor Brent Brown dental office.
[CUSTOMER][NEUTRAL] We had a claim come back because the address was wrong so I just wanted you to give me your mailing address for dental claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, because we had one from [PII] that must be old, huh?
[AGENT][NEGATIVE] It's an older one. It's no longer, it's no longer valid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I will update the uh the record thank you so much.
[AGENT][POSITIVE] Thank you for calling ATL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.