AccountId: 011433970860
ContactId: 8bc65c54-f193-4203-babe-fe3ec2048a63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62369 ms
Total Talk Time (AGENT): 18359 ms
Total Talk Time (CUSTOMER): 29890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/8bc65c54-f193-4203-babe-fe3ec2048a63_20250514T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I have APL through my job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had received a letter in the mail yesterday.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In reference to a check.
[CUSTOMER][NEGATIVE] That I never received and I just faxed it.
[CUSTOMER][NEUTRAL] The paper it said to sign it and fax it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to make sure somebody got that.
[CUSTOMER][NEUTRAL] That your office have received it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, so our faxes take just about 48 hours to appear in our system. So if you want to give us a call back on Friday, we can double check and make sure we receive that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's being processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.