AccountId: 011433970860
ContactId: 97f81a97-8ab3-453a-8ab1-73a9c6dbba08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56700 ms
Total Talk Time (AGENT): 22511 ms
Total Talk Time (CUSTOMER): 25110 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/97f81a97-8ab3-453a-8ab1-73a9c6dbba08_20250219T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling on a recorded line from the Emory Clinic. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Doing well thank you. I called a few minutes ago um to check claim status for one of our patients and I was told you guys didn't have it but when I tried to save the fax number in my system, it did not save so I'm calling back.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, Ms. [PII], I can give you that fax number. It's [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][POSITIVE] OK awesome OK thank you so much I hope you have a good day.
[AGENT][POSITIVE] You too [PII], thanks for calling APL you have a blessed one bye bye.
[CUSTOMER][NEUTRAL] Bye bye.