AccountId: 011433970860
ContactId: 4aa84735-435f-4651-9b53-115dbcbec124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80569 ms
Total Talk Time (AGENT): 49218 ms
Total Talk Time (CUSTOMER): 30640 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4aa84735-435f-4651-9b53-115dbcbec124_20250401T12:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Emory Clinic again.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, hi [PII] how can I help you? Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was calling I was calling back to get you a fax number so we can.
[CUSTOMER][NEUTRAL] If you have one we could fax the EOBs.
[AGENT][NEUTRAL] Yeah, absolutely. So the fax number for our claims division.
[AGENT][NEUTRAL] Uh, it's going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] Well, you are certainly so welcome. And is there anything else that I can help you with? and this was you're calling back from Miss [PII], right?
[CUSTOMER][POSITIVE] Yes mhm yeah.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you again.
[AGENT][POSITIVE] All right, well, you're certainly welcome. So again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no, that's it I appreciate it thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I still hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, same to you too.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye bye.