AccountId: 011433970860
ContactId: 49c383f3-068a-49b8-871b-20910a938d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52869 ms
Total Talk Time (AGENT): 14410 ms
Total Talk Time (CUSTOMER): 26299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/49c383f3-068a-49b8-871b-20910a938d23_20250506T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. I'm calling from Panorama Physical Therapy. I needed to find out, um, a patient of ours have y'all as tertiary.
[CUSTOMER][NEUTRAL] Um, I needed to see if y'all have a fax number that we can send these over to.
[AGENT][NEUTRAL] Uh, sure. Our fax number is [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Is there anything that needs to be attention to?
[AGENT][NEUTRAL] Uh, that goes straight to our claims department.
[CUSTOMER][NEUTRAL] OK. All right. Well, uh, let me just double check this number [PII].
[AGENT][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alright, I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.