AccountId: 011433970860
ContactId: e5ac09ea-cf9b-4ca8-ae87-35212df20151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77250 ms
Total Talk Time (AGENT): 28093 ms
Total Talk Time (CUSTOMER): 32390 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e5ac09ea-cf9b-4ca8-ae87-35212df20151_20250501T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Valencia Medical Center. Um, we're having some issues with our system, so I'm calling because I would like to know if you accept claims, uh, through fax.
[AGENT][NEUTRAL] Yes, you can send claims through fax. Would you like the fax number?
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it. Just to make sure it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, any specific attention?
[AGENT][NEUTRAL] Claims department
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Mm, no, I think that will be all thank you so much for your help.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.