AccountId: 011433970860
ContactId: aee27cf7-ec6c-4181-9c96-e5597ea23e9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73459 ms
Total Talk Time (AGENT): 46762 ms
Total Talk Time (CUSTOMER): 23838 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/aee27cf7-ec6c-4181-9c96-e5597ea23e9f_20250115T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I just spoke to another rep but I forgot to ask if you can please provide me the claims address.
[AGENT][NEUTRAL] Of course, um, our claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I've also got a fax. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] That was 7.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Correct. I've got a fax number and a payer ID too if you'd like.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Sure fax number is 877.
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK Pay ID is 60801.
[CUSTOMER][POSITIVE] Perfect awesome thank you so much for your help. Nothing else, thank you so much.
[AGENT][NEUTRAL] All right. Yeah. Was there anything else I can help you with?
[AGENT][POSITIVE] All right, yeah, thanks. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.