AccountId: 011433970860
ContactId: 82efd378-f17d-4717-af19-3ee7ace3ffa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57029 ms
Total Talk Time (AGENT): 22083 ms
Total Talk Time (CUSTOMER): 36435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/82efd378-f17d-4717-af19-3ee7ace3ffa8_20250212T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have a claim that has been submitted, and you sent me a response that states you need an itemized statement for services with codes. I just got the itemized statements with codes. Um, I was wondering, can I email this to you or do I need to mail it back to the address?
[AGENT][NEUTRAL] Uh, you have to mail it or fax it because our email address is not secure, so it's best not to email it. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, so I will have time. I just got this the other day, so I do have time to to mail it back to you though, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that and I send it to the, let me see here does it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The PO box that's on here, American Public Life Insurance.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][POSITIVE] OK, I will send this out thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Uh-huh. No problem. Bye bye.