AccountId: 011433970860
ContactId: 901447a6-0d48-46a7-9423-34205e8ad9ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91589 ms
Total Talk Time (AGENT): 39460 ms
Total Talk Time (CUSTOMER): 38632 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/901447a6-0d48-46a7-9423-34205e8ad9ee_20250108T17:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I just need to verify your fax number for a claim, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with that information. May I have your name for my notations and a callback number?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, give us a call back number.
[AGENT][NEUTRAL] May I have a callback number, Miss?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling from a provider's office or this is your policy?
[CUSTOMER][NEUTRAL] No, no. I'm just, just on my own personal, I'm just calling from my home.
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] Personal.
[AGENT][NEUTRAL] OK, perfect. OK, so the fax number to sending the claim is 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I try to send it and tell it's not a fax. OK, let me just uh look at it again.
[CUSTOMER][NEUTRAL] 87736594231 sent.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, put it one in front of it.
[CUSTOMER][POSITIVE] I gotta put one in front of it. All right. Let me just try it again. All right. Thank you so much. OK. Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nothing else at this time. Thank you.
[AGENT][POSITIVE] Mm. You're welcome. Have a good day, Miss [PII]. Bye-bye.