AccountId: 011433970860
ContactId: a91ef899-95fd-41b4-89bf-80c9299ae874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33479 ms
Total Talk Time (AGENT): 17458 ms
Total Talk Time (CUSTOMER): 5250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a91ef899-95fd-41b4-89bf-80c9299ae874_20250326T14:42_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need a claims mailing address for medical claims.
[AGENT][NEUTRAL] Yes, that is a [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] OK, well thank you for contacting EP.