AccountId: 011433970860
ContactId: d263bd38-7a89-4c60-811d-0c4481afee92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65779 ms
Total Talk Time (AGENT): 26138 ms
Total Talk Time (CUSTOMER): 31449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d263bd38-7a89-4c60-811d-0c4481afee92_20250605T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Orlando Health, a provider's office. Um, I'm calling to get a good like claims fax number or and the address.
[AGENT][POSITIVE] Yeah, absolutely, [PII], uh, let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Fax number is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] And then the claims address I have, um, is it [PII]?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so it's no longer um [PII], right?
[AGENT][NEUTRAL] Correct, yeah, it's not the [PII]. It's gonna be the [PII]. Yup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Bye.