AccountId: 011433970860
ContactId: 39b7e391-a8e4-4d6a-b6a2-255f11f9adfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112230 ms
Total Talk Time (AGENT): 37232 ms
Total Talk Time (CUSTOMER): 53782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/39b7e391-a8e4-4d6a-b6a2-255f11f9adfa_20250430T17:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I am trying to res send in a reconsideration on a claim that we had denied. Um, is there a fax number I can send that to?
[AGENT][POSITIVE] Yes, absolutely, Ms. [PII], let me give you that number. It's, are you ready for it? You just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I read that back to you? The phone's kind of breaking up just a little bit. Um, I have [PII], OK. I have [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you so very much.
[AGENT][POSITIVE] You're very welcome. I hope.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] And uh is there a reference number that y'all can provide or just you, you don't do that?
[AGENT][NEUTRAL] No, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, wonderful.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye ma'am.