AccountId: 011433970860
ContactId: b2a0890b-0c2b-4be2-9561-decc7c28dd9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48459 ms
Total Talk Time (AGENT): 18101 ms
Total Talk Time (CUSTOMER): 21460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b2a0890b-0c2b-4be2-9561-decc7c28dd9d_20250220T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], this is [PII] and I'm with Houston Methodist [PII]. Uh, I just need to know what y'all's timely filing deadline is.
[AGENT][NEUTRAL] Uh, we don't have one. As long as the insured was covered on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] Oh, OK, and uh.
[CUSTOMER][NEUTRAL] What's your last initial [PII]?
[AGENT][NEUTRAL] It is A
[CUSTOMER][NEUTRAL] OK, that's what I needed to know and do you give reference numbers?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much and you have a great rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII], you have a blessed one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.