AccountId: 011433970860
ContactId: 1d795a97-d78d-44cc-a596-0c5eed2eaddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60520 ms
Total Talk Time (AGENT): 23840 ms
Total Talk Time (CUSTOMER): 34269 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1d795a97-d78d-44cc-a596-0c5eed2eaddf_20250121T19:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII] how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] Fine, I'm trying to submit uh some claims by fax, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it, it, uh, there is an error, uh, I have here [PII].
[AGENT][NEUTRAL] Mhm. It's 877.
[CUSTOMER][NEUTRAL] Is it right?
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0, 365.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK 3659423.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] It's been my pleasure. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Well thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.