AccountId: 011433970860
ContactId: bf87df10-3062-4d1d-b2e6-f8b8e79c7d9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52549 ms
Total Talk Time (AGENT): 20117 ms
Total Talk Time (CUSTOMER): 25329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bf87df10-3062-4d1d-b2e6-f8b8e79c7d9b_20250417T20:52_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 with uh Gastroed LLC, and I just needed a copy of, uh, to fax a copy of a claim for secondary carrier.
[AGENT][NEUTRAL] Sure, OK, um, did you just need our fax number?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Sure, um, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and that would just be attention claims department.
[CUSTOMER][NEUTRAL] That was [PII]?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you very much I appreciate that you have a great rest of the day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you, you too. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.