AccountId: 011433970860
ContactId: 75e73f6c-d19b-4930-ad9b-2f59dbc86379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115970 ms
Total Talk Time (AGENT): 26470 ms
Total Talk Time (CUSTOMER): 45527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/75e73f6c-d19b-4930-ad9b-2f59dbc86379_20250527T22:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was trying to figure out how would I go about submitting. I have my documents. I printed, went online and printed out the um documents to submit, but I just don't know how to fax it over to sort a point.
[AGENT][NEUTRAL] Send them to us. OK, uh, did you say fax? I'm sorry.
[CUSTOMER][POSITIVE] Oh yes ma'am, or however I need to get it to you guys.
[AGENT][POSITIVE] Yeah, I've got a fax number I can give you whenever you're ready.
[CUSTOMER][NEUTRAL] OK, um, ready for that fax number.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, I do see that. Um, can you tell me, so all I need to do is just submit, just fax over this information. Do I need to do anything else?
[AGENT][NEUTRAL] Uh, have you completed out the correct claim form?
[CUSTOMER][NEUTRAL] Uh, I, I did something. I'm not really sure. I know I feel I just got documents online, but I think I did.
[CUSTOMER][NEUTRAL] I'm, I'm not sure honestly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Sure, yeah, so all we would need is of course the necessary uh those itemized statements and such and then um the.
[CUSTOMER][NEUTRAL] No, I don't know.
[CUSTOMER][NEUTRAL] I'm sorry, I lost you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] The leading
[CUSTOMER][NEUTRAL] Yeah