AccountId: 011433970860
ContactId: 0716caad-d412-45e6-88ed-6a86f349b180
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67120 ms
Total Talk Time (AGENT): 21488 ms
Total Talk Time (CUSTOMER): 39292 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0716caad-d412-45e6-88ed-6a86f349b180_20250611T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. Um, I called in a few minutes ago and um was told to upload documentation online to my claim. I don't see anywhere online to do that. I, I called a few minutes ago after that and a young lady was looking online to see what happened, where I was supposed to do it, but then it got disconnected, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, uh, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can, I can see the claim if it's processing. I can see where it tells me to open a new claim, but there's no place to add documents to the claim.
[AGENT][NEUTRAL] Uh, you won't be, uh, able to add documents to a claim that has already been received or processed. You have to do it as a new document.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So as a new file a new claim, that's the only option.
[AGENT][NEUTRAL] Yes, ma'am. You can add on to a claim that's been received.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][POSITIVE] I'll start to claim over there. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL.