AccountId: 011433970860
ContactId: 85233d35-14a2-4a45-97c2-2c04504a187b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79099 ms
Total Talk Time (AGENT): 34578 ms
Total Talk Time (CUSTOMER): 32117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/85233d35-14a2-4a45-97c2-2c04504a187b_20250408T20:26_UTC.wav
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[CUSTOMER][NEUTRAL] insurance like that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling because I was trying to uh fax you some um informa I mean well a claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I don't have a claim number for, for an accidental claim.
[AGENT][NEUTRAL] OK, so, um, if you're faxing in the claim for the first time, you will not have a claim number, not until the claim is processed.
[CUSTOMER][NEGATIVE] Well, how else am I supposed to get this to y'all then?
[AGENT][NEUTRAL] Let me give you the fax number.
[CUSTOMER][NEUTRAL] Fax number.
[CUSTOMER][POSITIVE] Oh, well, that's what I needed.
[AGENT][NEUTRAL] OK. It's 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and do I have to send it directly to somebody or?
[AGENT][NEUTRAL] You could just say claims department.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, you're so very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.