AccountId: 011433970860
ContactId: 32ac86df-d769-4df4-b8c7-5166c224eb23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78510 ms
Total Talk Time (AGENT): 27411 ms
Total Talk Time (CUSTOMER): 42420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/32ac86df-d769-4df4-b8c7-5166c224eb23_20250610T16:16_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. I'm calling from Kaiser Central ROI. I'm calling to see if I can get an email address. We received a request for records and there's no email address on the request. Do you want the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yeah, absolutely. Go ahead, [PII].
[CUSTOMER][POSITIVE] Yeah, absolutely
[CUSTOMER][NEUTRAL] It's 220-924-4.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Alright, let me pull that up.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you, is there any way that you guys can fax it back to us or do you need to do email?
[CUSTOMER][NEUTRAL] We only do email.
[AGENT][NEUTRAL] OK, so let me give you the email address when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] Just like it sounds.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So just [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Thank you so much I hope you have a great day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.