AccountId: 011433970860
ContactId: 8fdc82a8-d3e2-4a2c-9756-2422e8c4671c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144720 ms
Total Talk Time (AGENT): 65829 ms
Total Talk Time (CUSTOMER): 61226 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8fdc82a8-d3e2-4a2c-9756-2422e8c4671c_20250429T13:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi um I don't have my paperwork in front of me but I got something in the mail and from what I understand, um, I don't think your people could read um whatever we send to them so let me ask you, I don't know if we emailed or what do you have like a fax number or how do you, how would I send paperwork to your company?
[AGENT][NEUTRAL] OK, so you're wanting to find out how to submit documents for review to APL is that correct?
[CUSTOMER][NEUTRAL] By fact
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that. Um, what I'll need to do though is to pull up your policy information first, uh, to verify some things with you.
[CUSTOMER][NEUTRAL] So no, it's, it wasn't so much of I don't have all the information in front of me um.
[AGENT][NEUTRAL] OK, so you, OK, it could be faxed, it can also be uploaded into your portal, but it cannot be emailed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can I, I think my daughter emailed it to you because I couldn't do it. So what is your fax? That's OK. What is your fax number?
[AGENT][NEUTRAL] Yes, ma'am. We can't
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Did you get the first part of it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'll start over.
[CUSTOMER][NEUTRAL] No, 877.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think my daughter has all the paperwork. She's gonna try to do it at work, so the, the whole fax number one more time.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942.
[AGENT][NEUTRAL] 3, attention claims.
[CUSTOMER][POSITIVE] Perfect thank you
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, very good. Thank you so much. Thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Well, you're welcome. Yes, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Well, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.