AccountId: 011433970860
ContactId: 9c7aa69c-2aa0-4bfd-ace7-2ff37244c79b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58619 ms
Total Talk Time (AGENT): 12767 ms
Total Talk Time (CUSTOMER): 24131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/9c7aa69c-2aa0-4bfd-ace7-2ff37244c79b_20250610T19:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just spoke with you a while ago. I realized I never got the fax sent over either.
[AGENT][NEUTRAL] Oh, OK, you needed a fax?
[CUSTOMER][NEUTRAL] I guess I caught up in all the codes, yeah, because we have to have, you know, the full ordeal put in the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, what's the policy number?
[CUSTOMER][NEUTRAL] Proof I guess.
[CUSTOMER][NEUTRAL] Uh hang on let's go back to it.
[CUSTOMER][NEUTRAL] 614-4441.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] Thank you