AccountId: 011433970860
ContactId: ee0301f1-1030-4af3-9665-cbcb22b80b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56020 ms
Total Talk Time (AGENT): 20442 ms
Total Talk Time (CUSTOMER): 25870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ee0301f1-1030-4af3-9665-cbcb22b80b72_20250523T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I got disconnected from y'all. I just called over there trying to get a fax number.
[AGENT][NEUTRAL] You need our fax number?
[CUSTOMER][NEGATIVE] Yes, I'm trying to file a disability claim and send it and fax it through and it keeps being rejected and I'm wondering if I have the right fax number.
[AGENT][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's it. OK, so that's why I send a disability disability claim forms when they're finished.
[AGENT][NEUTRAL] Yes, and you'll put attention claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like