AccountId: 011433970860
ContactId: 41a67e0f-3e9f-4562-86e9-092d3fc3154c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85540 ms
Total Talk Time (AGENT): 39062 ms
Total Talk Time (CUSTOMER): 41230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/41a67e0f-3e9f-4562-86e9-092d3fc3154c_20250605T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was trying to upload, um, I guess add additional documentation for a claim, but it doesn't allow you just to upload the documents. Do I have to just start a new claim?
[AGENT][NEUTRAL] Yeah, so there's not a way to attach it to like if you've already uploaded a claim, you would just have to do it like you're starting a new one clicking on upload and they, they will link the information if you have a previous claim that needed info to it and go ahead and process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I'm done. I just did it.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] Uh, then how long from because I just I just found out today that he needed information and we submitted the claim a week ago, over a week ago. So does that start it over or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I mean in a way it kind of does. I mean it's in queue to be looked at again by an examiner so generally with claims do we ask for a minimum of 5 business days to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, OK, I'll just check to make sure you guys see. No, it's seems like it's taking a little bit to upload, but I'll check back later, OK.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] OK, not a problem. Bye bye.
[CUSTOMER][POSITIVE] Thank you.