AccountId: 011433970860
ContactId: cac4579f-7d0e-425b-84c1-46daddb83cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37520 ms
Total Talk Time (AGENT): 12929 ms
Total Talk Time (CUSTOMER): 23879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cac4579f-7d0e-425b-84c1-46daddb83cf8_20250210T18:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Endoscopy Center close to [PII]. I need to verify what is your guys' timely filing process?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] Oh, there's no, no, OK, perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Alright, no, I'm about to, I'm about to send a claim to you. That's it. Thank you.
[AGENT][NEUTRAL] Alright, um, [PII], can I have your callback number?
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[AGENT][NEUTRAL] I think
[AGENT][POSITIVE] Alright, thank you and have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.