AccountId: 011433970860
ContactId: 265ed029-0a5a-4a41-a0d3-475b435c52b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69830 ms
Total Talk Time (AGENT): 25743 ms
Total Talk Time (CUSTOMER): 41842 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/265ed029-0a5a-4a41-a0d3-475b435c52b6_20250127T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I just got off the phone with [PII] a few minutes ago and um um we're, um, emailing or authorized to disclose protected health information form, and she gave me an email address. It's [PII]. Is that the correct email address?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It is correct.
[CUSTOMER][NEUTRAL] OK, I was just making sure before I did it.
[AGENT][NEUTRAL] Yes ma'am, and you'll get a reply email that we've received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now she told me to write the policy number on there so do I put it in the subject line or do I put it on the form?
[AGENT][NEUTRAL] Either way would be fine.
[CUSTOMER][NEUTRAL] OK, which is the best way?
[AGENT][MIXED] On the form would be the best, but either way is fine.
[CUSTOMER][POSITIVE] OK. I'm like, OK. Well, thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] It's been my pleasure. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.