AccountId: 011433970860
ContactId: eccc0a1e-fb9e-4221-aa37-ea9a56a9fc04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328640 ms
Total Talk Time (AGENT): 32228 ms
Total Talk Time (CUSTOMER): 45634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/eccc0a1e-fb9e-4221-aa37-ea9a56a9fc04_20250613T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling from providers Of Consensus Medical Group. We have received a check number from APL with the check amount, but we don't know, uh, we don't have any UB related to that check number. Can you send, uh, or fax that UB to our registered mail or fax?
[AGENT][NEUTRAL] And what was the check number?
[CUSTOMER][NEUTRAL] Yes, it's 204-793-1.
[AGENT][NEUTRAL] And then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Give me just one moment.
[AGENT][NEUTRAL] OK, can I place you on a brief hold real quick?
[CUSTOMER][POSITIVE] Yes, please take your time.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. Um, what is your fax number?
[CUSTOMER][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I will get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, can you spell out your good name?
[AGENT][NEUTRAL] Um, it's [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.