AccountId: 011433970860
ContactId: dc7ca7b2-2c3a-4b6b-96b7-674b268d2860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58520 ms
Total Talk Time (AGENT): 26186 ms
Total Talk Time (CUSTOMER): 25419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dc7ca7b2-2c3a-4b6b-96b7-674b268d2860_20250602T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office. Uh, I have been filing paper claims, uh, to a PO box in [PII], and apparently it's changed and I was calling to find out the correct address for, uh, mailing dental claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, absolutely. Let me give that to you whenever you're ready, let me know.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip is going to be [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.