AccountId: 011433970860
ContactId: 4d12f7e3-624c-4ef2-bbe4-340f8e847c61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57119 ms
Total Talk Time (AGENT): 15659 ms
Total Talk Time (CUSTOMER): 32463 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4d12f7e3-624c-4ef2-bbe4-340f8e847c61_20250613T18:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I just spoke with you a few minutes ago, I guess. I just need your fax number to resubmit a claim. Could you please help me out with that?
[AGENT][NEUTRAL] Yes, um, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right? Uh, may I please uh reconfirm that it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] All right, that's all the information that I need. Thank you so much for your assistance. Take care bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye.
[CUSTOMER][NEUTRAL] I