AccountId: 011433970860
ContactId: 81b1c173-d30a-4a69-96ad-fffe28014e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68650 ms
Total Talk Time (AGENT): 32019 ms
Total Talk Time (CUSTOMER): 39199 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/81b1c173-d30a-4a69-96ad-fffe28014e5f_20250415T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have filed a claim before, but somehow I forgot. Um, do you, do we send your claim by fax or by email, your claim documents?
[AGENT][NEUTRAL] OK, so you're wanting to know.
[CUSTOMER][NEUTRAL] Do we fax them or do we email them?
[AGENT][NEUTRAL] OK, so you're wanting to find out about how to submit a claim to APL is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yes, I'm in FedEx. I just need to know.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Are you?
[AGENT][NEUTRAL] OK, it must be faxed it cannot be emailed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me just verify. What is your fax number, please?
[AGENT][NEUTRAL] [PII] attention claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Claim. All right, that's all. I've completed the claim form. Everything is done. It's really just to make sure I have the right way to send it. So I'll send it there. Thank you so much, OK?
[AGENT][POSITIVE] Well, you're very welcome. Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, nothing else at this time. Thank you.
[AGENT][POSITIVE] You're welcome. Yes, ma'am, and thank you for calling APL. Yes, ma'am, you're welcome. Have a nice day.
[CUSTOMER][POSITIVE] Appreciate it. Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.