AccountId: 011433970860
ContactId: 4182591a-709a-4766-931a-daebefdb94c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82370 ms
Total Talk Time (AGENT): 31828 ms
Total Talk Time (CUSTOMER): 41448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4182591a-709a-4766-931a-daebefdb94c8_20250307T22:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I confirm I'm trying to fax uh a disability, uh, form that has been completed and the fax won't answer. I just want to confirm if I have the correct number. The number I'm dialing the number I'm dialing is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, that is correct. Yes, ma'am.
[CUSTOMER][NEGATIVE] I wonder what's going on. I can't get it to answer. I dialed it like 5 times.
[AGENT][NEUTRAL] Um, the only other way is by mail or if you set up on our online service center, you can upload the claim.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I am online.
[CUSTOMER][NEUTRAL] Uh, yeah, I did, I did open that up online. Where do I go for that?
[AGENT][NEUTRAL] Uh, once you log on, uh, they should have something that says submit claim or claim submission, just, uh, select that and just follow the prompts and that way you can upload the claim.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Yes, ma'am, and you'll receive a confirmation number once it's been uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you very much. I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. You have a great weekend.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You too thank you now bye bye.
[AGENT][NEUTRAL] Bye.