AccountId: 011433970860
ContactId: 418bcdf1-a3d8-4d69-ad9b-70b6cfc492b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 39990 ms
Total Talk Time (AGENT): 18071 ms
Total Talk Time (CUSTOMER): 17689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/418bcdf1-a3d8-4d69-ad9b-70b6cfc492b9_20250226T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Vital MD Group Holding a provider's office. I'm trying to get a fax number to see if I can submit over a claim with a primary EOB.
[AGENT][NEUTRAL] Yes, absolutely. Let me give you that fax number. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just put attention claims department?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Perfect thank you again for your help have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good day too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.