AccountId: 011433970860
ContactId: 6e3f6ea7-10c0-4464-b338-c1d21f09adc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47619 ms
Total Talk Time (AGENT): 19279 ms
Total Talk Time (CUSTOMER): 20791 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/2025/01/27/6e3f6ea7-10c0-4464-b338-c1d21f09adc5_20250127T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is also [PII]. I'm calling with the provider's office, um, and I have a claim for a member and I'm trying to see if you guys accept a fax for a claim submission.
[AGENT][POSITIVE] Yeah, absolutely. Do you need to verify a fax number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Absolutely, [PII]. So that number is [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect and should I attention claims department?
[AGENT][NEUTRAL] Yep, just attention claims.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye