AccountId: 011433970860
ContactId: 950c988d-890d-40c6-a453-303f891a746a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51740 ms
Total Talk Time (AGENT): 26828 ms
Total Talk Time (CUSTOMER): 19860 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/950c988d-890d-40c6-a453-303f891a746a_20250106T14:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII], this is [PII]. I called you earlier and you verified some eligibility and benefits, but you know what? I didn't give you a fax number.
[AGENT][NEUTRAL] Uh, OK. Um, what, OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 979-97 that's facts. I think I only gave you our our uh callback number.
[AGENT][NEUTRAL] I think you did. OK, let me get, let me get that back up here and let me make sure that uh.
[AGENT][POSITIVE] [PII] and we're doing this for uh [PII]. OK. OK. You know something, I didn't catch that, so thank you very much for telling me that. I'll send it to the right one now.
[CUSTOMER][NEUTRAL] [PII] correct.
[CUSTOMER][POSITIVE] OK, excellent I appreciate it thank you so much.
[AGENT][POSITIVE] OK, [PII], thank you. Have a good day.