AccountId: 011433970860
ContactId: cc032b69-c572-4166-93d5-9f41855c05f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53650 ms
Total Talk Time (AGENT): 34380 ms
Total Talk Time (CUSTOMER): 14207 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/cc032b69-c572-4166-93d5-9f41855c05f7_20250522T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to confirm your claims address for providers.
[CUSTOMER][NEUTRAL] Medical claims?
[AGENT][NEUTRAL] Yes, ma'am, I sure, I can give that to you. The mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. Your name again and can I have a reference number please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII], and you can use my name and today's date for your reference. And what was your name?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][POSITIVE] Perfect thank you so much to have a great rest of your day. My name is [PII].
[AGENT][POSITIVE] Ms. [PII], thank you for calling APL. I hope you have a wonderful Memorial Day weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.