AccountId: 011433970860
ContactId: 7304e410-f82b-4645-9300-276520d3f134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98379 ms
Total Talk Time (AGENT): 44490 ms
Total Talk Time (CUSTOMER): 41830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7304e410-f82b-4645-9300-276520d3f134_20250606T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I just have two questions since I'm new to the gap insurance. I wanted to double-check. My husband said I can submit claims um or invoices from urgent care.
[CUSTOMER][NEUTRAL] Is it by email or is it by um actual mail?
[CUSTOMER][NEUTRAL] Mailing now.
[AGENT][NEUTRAL] Um, um, you can mail it or you can fax it, or you can upload it on our portal.
[CUSTOMER][NEUTRAL] OK, and how do I upload it on the portal?
[AGENT][NEUTRAL] Is the account under your name or your spouse?
[CUSTOMER][NEUTRAL] My husband's.
[AGENT][NEUTRAL] OK, um, so if, if you're going to create an account, it'll have to be, it'll ask for it's [PII].
[CUSTOMER][NEUTRAL] Hold on one second, you said [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, [PII]. OK, perfect.
[CUSTOMER][NEUTRAL] And we just um make an account and then we can upload it.
[AGENT][NEUTRAL] Yes, and you'll, since he's the insured, it will have to go by his information, so it's his social, um, etc. so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Perfect. Thank you so much for your help.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.