AccountId: 011433970860
ContactId: 8dfa006a-038a-46ac-aef6-467d35bea5d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97000 ms
Total Talk Time (AGENT): 51873 ms
Total Talk Time (CUSTOMER): 41970 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/8dfa006a-038a-46ac-aef6-467d35bea5d6_20250214T23:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to send a fax and it says um no answer.
[AGENT][NEUTRAL] Oh OK uh um for claim information?
[CUSTOMER][NEUTRAL] Well, it's actually a uh electronic form transfer.
[AGENT][NEUTRAL] OK. All right, let's see.
[CUSTOMER][NEGATIVE] That and um I dialed the number and my fax machine seems to be working but just says no answer.
[AGENT][NEUTRAL] OK, let's go ahead and just for good measure, um, let's verify uh the uh number you've got let me know when you're ready.
[CUSTOMER][NEUTRAL] Is that a possibility?
[CUSTOMER][NEUTRAL] Oh, hang on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] Here's, here's what I.
[AGENT][NEUTRAL] OK, go ahead, yeah.
[CUSTOMER][NEUTRAL] Go ahead. Uh, one, I dialed you dial 1?
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] Um, I typically don't, but I don't know that that really matters.
[CUSTOMER][NEUTRAL] Oh, OK. I, I, I dialed the [PII].
[AGENT][NEUTRAL] That's it, yes ma'am, um, when did you try doing this just now?
[CUSTOMER][NEUTRAL] Yeah, I'll keep trying.
[AGENT][NEUTRAL] OK, um, it is possible as it's a bit late, um, it's possible, but I mean honestly I don't know.
[AGENT][NEUTRAL] We technically don't close until [PII]. I would try it again and if it keeps giving you problems, um, maybe try it again in the morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, OK.
[AGENT][POSITIVE] And if you still get problems then then give us a call back and we'll see what's going on.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright no problem thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.