AccountId: 011433970860
ContactId: ef5db580-934d-467e-ac69-dabf147eea13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38060 ms
Total Talk Time (AGENT): 19420 ms
Total Talk Time (CUSTOMER): 11802 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ef5db580-934d-467e-ac69-dabf147eea13_20250226T20:49_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from a provider's office. My name is [PII]. I'm trying to verify the PO box to submit claims.
[AGENT][POSITIVE] OK, I'd be happy to assist with the PO box today, [PII]. Um, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.