AccountId: 011433970860
ContactId: 4c000d8f-b6e2-42bd-be33-8f15b87e413e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56009 ms
Total Talk Time (AGENT): 13680 ms
Total Talk Time (CUSTOMER): 41426 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4c000d8f-b6e2-42bd-be33-8f15b87e413e_20250404T14:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. um, I actually just spoke with with someone just a while ago and I'm calling back just to confirm, uh, this information. um I just wanted to clarify um is is your fax number assigned to a specific member or can we send all of the EPL member claims to a fax number to you?
[AGENT][NEUTRAL] You can send all the claims to that fax number.
[CUSTOMER][NEUTRAL] Oh, OK, and just to confirm, I have fax number [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Thank you I appreciate your help. Take care bye bye.
[AGENT][NEUTRAL] OK. Is that all you're needing?
[CUSTOMER][POSITIVE] Oh yeah, yeah, that's, that's all. Thank you.
[AGENT][POSITIVE] Thank you. Mhm. Bye bye.