AccountId: 011433970860
ContactId: 3f0cc4c9-6418-486f-a6f8-6d876f8bf717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47880 ms
Total Talk Time (AGENT): 14969 ms
Total Talk Time (CUSTOMER): 27691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3f0cc4c9-6418-486f-a6f8-6d876f8bf717_20250620T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is, uh, [PII]. I'm with, uh, APL. I had called you yesterday and I, and, um, I filed a claim, but I, I, I, I, I lost the fax number that y'all gave me yesterday. I had it in my pocket and I wonder if I can get that fax number again. That's all I wanted.
[AGENT][NEUTRAL] OK, do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Alright, that's all I needed. Thank you, ma'am. That's it. That that was it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.