AccountId: 011433970860
ContactId: e07d5a9e-8901-4e77-986a-319589f6ba46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51360 ms
Total Talk Time (AGENT): 30935 ms
Total Talk Time (CUSTOMER): 10629 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e07d5a9e-8901-4e77-986a-319589f6ba46_20250604T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling. I'm a medical provider calling to get your claims mailing address, please.
[AGENT][NEUTRAL] OK, I can help you with claims address um just let me know when you're ready.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, that's going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good, thank you very much.
[AGENT][POSITIVE] You're very welcome is that everything I can help you with today?
[CUSTOMER][POSITIVE] Mhm, that's it thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you ma'am and you have a wonderful day thanks for calling.