AccountId: 011433970860
ContactId: 23241d52-b759-4ae6-91b5-452b35521d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230600 ms
Total Talk Time (AGENT): 88161 ms
Total Talk Time (CUSTOMER): 52048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/23241d52-b759-4ae6-91b5-452b35521d6f_20250131T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh.
[CUSTOMER][NEUTRAL] I can send some uh.
[CUSTOMER][NEUTRAL] Some documents uh through fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was just wondering if you, if I was just wondering if you had those documents.
[AGENT][NEUTRAL] I can check and see if they show as received at this time. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 682
[CUSTOMER][NEUTRAL] 648-809
[AGENT][NEUTRAL] Alright, let me, uh, pull this up. Give me just a second.
[AGENT][NEUTRAL] And you gave me 682-648-809?
[CUSTOMER][NEUTRAL] 682-648-809
[AGENT][NEUTRAL] Um, that's not coming up as a policy. It's a little too long for one of our ID numbers. I can do a search by your name.
[CUSTOMER][NEUTRAL] Oh, so where that is.
[AGENT][NEUTRAL] Can you spell your name for me please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Last name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] And can I please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Email address on file uh looks like is [PII]. Is that still a good email for you as well?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't show anything like pending as of right now, but if you just send it via fax, that's not unusual. Uh, the claims department receives them and then they, uh.
[AGENT][NEUTRAL] We'll upload them into there.
[AGENT][NEUTRAL] Was it for, did you do it today?
[CUSTOMER][NEUTRAL] Yeah, I just did it.
[CUSTOMER][NEUTRAL] Yesterday
[CUSTOMER][NEUTRAL] I did it like around [PII] yesterday.
[AGENT][NEUTRAL] Oh OK, I do see it. I take that back. I apologize. It looks like you uploaded 11 pages.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So yeah, it looks like we did receive that. Um, it looks like it's not been, it's not processed or anything yet, so you'll just need to give it about 5 to 7 days.
[CUSTOMER][NEUTRAL] That's fine, that's, as long as you guys have it, you know, that's, that was my concern.
[AGENT][POSITIVE] Yeah, yeah, it looks like we have everything here, so good to go.
[CUSTOMER][POSITIVE] All right, thank you.