AccountId: 011433970860
ContactId: 41af964e-c398-4d0c-a33d-522379937ab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 31940 ms
Total Talk Time (AGENT): 17858 ms
Total Talk Time (CUSTOMER): 6898 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/41af964e-c398-4d0c-a33d-522379937ab7_20250617T21:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just going to get the claims fax number.
[AGENT][NEUTRAL] Just our fax number? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The attention claims department at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.