AccountId: 011433970860
ContactId: bcbec6e7-1461-40a9-a3bd-1deef1cc409d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117029 ms
Total Talk Time (AGENT): 34826 ms
Total Talk Time (CUSTOMER): 66898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/bcbec6e7-1461-40a9-a3bd-1deef1cc409d_20250116T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Ohio State University Hospital.
[CUSTOMER][NEGATIVE] Um, I spoke with someone yesterday and I got a fax number to fax a claim, but every time I faxed it kept saying that it was a voice answer, so I'm hoping you can give me a good fax number for a claim.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, sorry about that [PII]. So fax number should be um should be 877.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK, and that's what I was doing. Let me make sure though that I'm not getting it wrong.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, I haven't had anybody reporting that it's not been working this morning.
[CUSTOMER][NEUTRAL] Well, it definitely could be me.
[CUSTOMER][NEUTRAL] 942-3 it was yesterday, so [PII]. Yeah. All right, well, let me try it again. I'm not sure.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh am I even where am I even sending it? I'm trying to.
[CUSTOMER][NEUTRAL] Let's see oh there it is OK 877.
[CUSTOMER][NEUTRAL] You know what, maybe.
[CUSTOMER][NEUTRAL] Maybe I
[CUSTOMER][NEGATIVE] Didn't add the 9 that could be it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, that would have been much easier fix. All right. Thank you so much. I'm so sorry.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] No, not a problem. Don't worry about it. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Mm bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.