AccountId: 011433970860
ContactId: cc8627e3-4731-4c58-b43e-5bc5e7603268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46759 ms
Total Talk Time (AGENT): 25459 ms
Total Talk Time (CUSTOMER): 10709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cc8627e3-4731-4c58-b43e-5bc5e7603268_20250129T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I need to get your client's mailing address please.
[AGENT][NEUTRAL] OK, I can give you the claims mailing address. It is APL [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye