AccountId: 011433970860
ContactId: bfe617c8-d696-4ac7-87eb-ddb35080dd15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45069 ms
Total Talk Time (AGENT): 26851 ms
Total Talk Time (CUSTOMER): 10358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bfe617c8-d696-4ac7-87eb-ddb35080dd15_20250402T18:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need a claims mailing address for this policy.
[AGENT][NEUTRAL] Oh sure, um, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you very much that's all I needed.
[AGENT][POSITIVE] Of course, alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, bye bye.