AccountId: 011433970860
ContactId: 963d6074-4ed7-4f10-843e-b7ced32934e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62110 ms
Total Talk Time (AGENT): 23409 ms
Total Talk Time (CUSTOMER): 29981 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/963d6074-4ed7-4f10-843e-b7ced32934e3_20250530T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Um, I just wanted to verify, do you have a fax number or an email where I can send a, a, um, claim?
[AGENT][NEUTRAL] I can give you a fax number.
[CUSTOMER][NEUTRAL] Yes, or an email where I can send the claims.
[AGENT][NEUTRAL] No ma'am, claims cannot be sent email uh it's not secure, so when you're ready I can give you the fax number.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, fax number [PII].
[CUSTOMER][NEUTRAL] OK, to confirm, fax number [PII]?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Attention claims department something or just?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][POSITIVE] OK, perfect. All right, my dear. I appreciate you helping. Have a good day. Thank you.
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye-bye.