AccountId: 011433970860
ContactId: 1a28bd4e-643e-4db2-bec0-96b548b71173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38189 ms
Total Talk Time (AGENT): 15442 ms
Total Talk Time (CUSTOMER): 20232 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1a28bd4e-643e-4db2-bec0-96b548b71173_20250519T15:05_UTC.wav
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[CUSTOMER][NEUTRAL] You know I can't see that with a dance.
[AGENT][POSITIVE] Thanks for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], we're trying to fax a pathology report and a claim form, and we cannot find your fax number on the claim form.
[AGENT][NEUTRAL] Oh, OK. Uh, fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, all right, just faxing thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.