AccountId: 011433970860
ContactId: 21b9831d-3a85-402c-80b7-8f9ec58691fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169589 ms
Total Talk Time (AGENT): 12359 ms
Total Talk Time (CUSTOMER): 45569 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/21b9831d-3a85-402c-80b7-8f9ec58691fa_20250423T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I have problems downloading, uploading the documents. I don't know what to do it.
[AGENT][NEUTRAL] Oh, OK, so you're on our, uh, online portal and you're not able to upload claim information, is that correct?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, I don't know what to to upload. I mean, OK, I, I, I sent you a claim and you told me we need more information. We need the explanation of benefits and we need a diagnosis from the um, OK, so I'm trying, I have it, so I'm trying to upload it and I don't know where to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Upload documents. Do you have documents? Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim, so how do you know where the claim is? Enter claim details on that, OK, so how do I do the claim and stuff, I mean.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, where do I get the information? Talk to me business please.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm