AccountId: 011433970860
ContactId: f8abf029-f6de-4afb-8cc0-005f3ba826ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65069 ms
Total Talk Time (AGENT): 37843 ms
Total Talk Time (CUSTOMER): 33941 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f8abf029-f6de-4afb-8cc0-005f3ba826ca_20250313T15:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get a fax number so I can fax over the information that was requested.
[AGENT][NEUTRAL] OK, um, and you need a fax number for the customer service or the care team or claims department or what for what information? I'm sorry. OK, um, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Claim
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the number here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, the fax number is [PII].
[CUSTOMER][NEUTRAL] How was how was Monday uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it thank you bye.
[AGENT][POSITIVE] OK, thank you for calling APL. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye bye.
[AGENT][NEUTRAL] Mm