AccountId: 011433970860
ContactId: 7294f15a-8def-4366-a66a-c12f3f6a5372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71099 ms
Total Talk Time (AGENT): 18698 ms
Total Talk Time (CUSTOMER): 46298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7294f15a-8def-4366-a66a-c12f3f6a5372_20250408T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I received a letter stating um that I have, I guess like a balance that's due to be returned to me, um, and they wanted me to fill out this form and mail it back, um, but I wanted to know by any chance, is there any way that I can email it back or does it have to be mailed?
[AGENT][NEUTRAL] Um, you could mail or fax.
[CUSTOMER][NEUTRAL] OK, because I don't, I didn't see a fax number. um, can you provide me a fax number where I can send that?
[AGENT][NEUTRAL] Sure. It's um [PII].
[AGENT][NEUTRAL] 365. OK, sure.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Uh-huh, 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 942-3 perfect. Alright, thank you so much um and then how long does does the process take to process stuff?
[AGENT][NEUTRAL] Um, it typically takes about 7 to 10 working days.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You too bye bye.