AccountId: 011433970860
ContactId: 6f6ebd1f-89e1-4f61-8de0-2a0a45742515
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43659 ms
Total Talk Time (AGENT): 14328 ms
Total Talk Time (CUSTOMER): 27371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6f6ebd1f-89e1-4f61-8de0-2a0a45742515_20250317T18:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Let me. Yes, I'm actually calling, um, I'm trying to submit, uh, for a reimbursement for um a doctor's visit, and I got a note back on missing information. Now I have all the information. I, I've been faxing it but I don't wanna fax it again. Can I email it instead?
[AGENT][NEUTRAL] Um, we don't have a way to receive claims by, um, email. It would have to be uploaded to your online service center or mailed in if you don't fax it.
[CUSTOMER][NEUTRAL] Why don't you mail it because it takes too long to mail and there's something wrong. Alright, so I'll just, I'll just fax it. OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.