AccountId: 011433970860
ContactId: 0fbf86f4-7d1d-4357-8ea4-6c025ea59220
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53340 ms
Total Talk Time (AGENT): 14911 ms
Total Talk Time (CUSTOMER): 40659 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/0fbf86f4-7d1d-4357-8ea4-6c025ea59220_20250328T16:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm trying to file an accident claim form online and I've clicked the link for that and it's bringing up a form, but it looks like I could prefill it, but I can't find a way to do that. So am I supposed to print that off, fill it out, and then upload the document?
[AGENT][NEUTRAL] I think
[AGENT][POSITIVE] Yes, um, because we require a signature, that's why that's happening, so sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I figured so I thought well I better double check because I don't wanna be messing up the flow of process. So anyway, OK, so I do that and then then I go back to upload documents which will be the, the doctor bills and the accident report and the claim form, right? What else I need. OK, alright, thank you for your help. I hope you have a good weekend.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.