AccountId: 011433970860
ContactId: 7c89f7cb-6903-46ff-9ce7-fff4ea02329c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98949 ms
Total Talk Time (AGENT): 36223 ms
Total Talk Time (CUSTOMER): 57796 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/7c89f7cb-6903-46ff-9ce7-fff4ea02329c_20250205T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, [PII]. My name is [PII]. I'm calling from Jackson Memorial Hospital. How are you doing today?
[AGENT][POSITIVE] I am doing well how are you?
[CUSTOMER][POSITIVE] I'm doing wonderful. I have a patient and I need to know what should I send.
[CUSTOMER][NEUTRAL] Duck la
[CUSTOMER][NEUTRAL] What address should I use? because.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's the proper address?
[AGENT][NEUTRAL] That's [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's correct. I've also got a uh fax number and a pair ID if you'd like.
[CUSTOMER][NEUTRAL] Mm, uh.
[CUSTOMER][NEUTRAL] May I please have it please?
[AGENT][NEUTRAL] Of course, uh, fax number is 8773.
[CUSTOMER][NEUTRAL] Oh, so I can go ahead and fax it, right?
[AGENT][POSITIVE] Oh yes, absolutely.
[CUSTOMER][NEUTRAL] Uh 0 877.
[AGENT][NEUTRAL] Mhm. 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 99423.
[CUSTOMER][NEUTRAL] OK, let me repeat it. 877365-9423. Um, attention to whom?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] OK, alright, thank you so much you have a good one.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'd be it thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you bye bye.