AccountId: 011433970860
ContactId: d9af3cd7-8045-4eac-aed1-da35e970c2c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71790 ms
Total Talk Time (AGENT): 34480 ms
Total Talk Time (CUSTOMER): 23746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d9af3cd7-8045-4eac-aed1-da35e970c2c7_20250513T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] too. I need to get your correct mailing address because I just had a claim returned.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, yeah, absolutely. Let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a payer ID or are we just mailing?
[AGENT][NEUTRAL] Mhm, no, we have payer ID and fax if you'd like both of those I'm happy to provide.
[CUSTOMER][NEUTRAL] Let me get the payer ID because I actually just sent it by fax.
[AGENT][NEUTRAL] OK, yeah, no problem. Payer ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.