AccountId: 011433970860
ContactId: 31012b7e-204b-4f60-87f2-a7c33f28f3ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56130 ms
Total Talk Time (AGENT): 12371 ms
Total Talk Time (CUSTOMER): 33060 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/31012b7e-204b-4f60-87f2-a7c33f28f3ac_20250519T14:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Let me my [PII]. I'm sorry. My name is [PII], and I was calling, I was trying to um
[CUSTOMER][NEUTRAL] Send off some information, my dad's medical records for a claim, and I was trying to see if I was able to uh email it to you guys.
[AGENT][NEUTRAL] Um, we can only take claims by mail or fax.
[CUSTOMER][NEUTRAL] OK, by mail or fax, OK, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] I think that will be all.
[AGENT][POSITIVE] OK, OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] That'd be all, thank you.
[CUSTOMER][NEUTRAL] You too.