AccountId: 011433970860
ContactId: 308950f6-7f54-417b-b1a5-8ad4aadc0d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49169 ms
Total Talk Time (AGENT): 22851 ms
Total Talk Time (CUSTOMER): 19109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/308950f6-7f54-417b-b1a5-8ad4aadc0d23_20250605T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, I have an insured on the phone for his disability claims. Looks like we are awaiting medical records. He's saying his provider hasn't received a request and wanna know, uh, if he can be faxed to your office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I mean, yeah, he wants the request faxed to the office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, yeah, does he have that number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] OK, um, if you want to just know that that's absolutely fine and just get the information you could put in a request and we'll definitely get that sent over.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.