AccountId: 011433970860
ContactId: 5108b89a-98eb-4e10-bb32-226825f34856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57959 ms
Total Talk Time (AGENT): 21919 ms
Total Talk Time (CUSTOMER): 28249 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5108b89a-98eb-4e10-bb32-226825f34856_20250620T13:32_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].
[CUSTOMER][NEUTRAL] And we spoke with [PII] about a claim I had filed.
[CUSTOMER][NEUTRAL] And she told us she needed the procedure codes and charge amounts from my doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I, I have those now. Can I fax those to you? Or do you need me to mail them to you?
[AGENT][NEUTRAL] No, you can fax them. Um, our fax number is, are you ready for the number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need you just to attention, [PII], that's who we spoke with.
[AGENT][NEUTRAL] It'll go straight to our claims department so but yes if you wanna put it to her attention that's fine too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty, I appreciate it, man.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thanks, bye bye.