AccountId: 011433970860
ContactId: 9e0142c8-d36f-48ca-98e4-96ca3a253d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72360 ms
Total Talk Time (AGENT): 28423 ms
Total Talk Time (CUSTOMER): 32209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9e0142c8-d36f-48ca-98e4-96ca3a253d83_20250228T22:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Doctor [PII]'s dental office. I was calling to see if you have if do the claims have to be mailed, or is there a way that I can fax it over to you guys, email it to you guys or anything?
[AGENT][NEUTRAL] Yes ma'am, you can fax them to us. Let me give you the fax number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Um, do I have to put any special instructions?
[AGENT][NEUTRAL] No, ma'am, you can just say um attention claims if.
[AGENT][NEUTRAL] You wanna do that.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're very welcome. You have a blessed weekend and thanks for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much appreciate that.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.