AccountId: 011433970860
ContactId: 92cb93ab-f8fd-4832-80a8-de0328a7e1b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320519 ms
Total Talk Time (AGENT): 140791 ms
Total Talk Time (CUSTOMER): 159459 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/92cb93ab-f8fd-4832-80a8-de0328a7e1b5_20250626T15:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh, I'm so glad you're the one that answered the phone. I spoke, I spoke with you yesterday, [PII], trying to see if my fax is through again.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Let's check on that. Let me have that policy number.
[CUSTOMER][NEUTRAL] 00748041
[AGENT][NEUTRAL] OK, Ms. [PII], and I still need to verify your information. OK. So may I have your date of birth, mailing address and email address, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, and we still have that callback number of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect, thank you. OK, let's see what we have today.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No. Nothing.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] I was so it would be there.
[AGENT][NEGATIVE] Yeah, yeah, nothing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is not here, so yeah, the best thing right now is to just go ahead either um call or go to the um.
[AGENT][NEUTRAL] To where you send it and yeah, and let them know that we did not receive that um fax they sent over to us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] There a place better than going to Ups to do it? I mean, we don't have a Kinko's here. I don't think, not anymore.
[AGENT][NEUTRAL] Mm, yeah, yeah, a lot of those clothes. um hmm.
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] I mean what
[AGENT][NEUTRAL] Not that I'm aware of, um, but I would say, do you have a printer?
[CUSTOMER][NEUTRAL] Yeah, I have a printer.
[AGENT][NEUTRAL] Do you wanna just go ahead and send it by mail and just you know print out some copies and send the copies by mail?
[CUSTOMER][NEGATIVE] Yeah, I thought about doing that. The only thing is I got burned doing that one day. One time I sent a stack about this big to uh another insurance company that I have. It's not cancer policy and they received it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The post office said they received it. The people there and the benefit that they received it, but they don't know what happened to it.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] They don't, they couldn't find, couldn't trace it. I said, well, maybe it slipped behind the cabinet, you know, look around. Never found it. So I had to go whole thing over and I faxed it that time, and there was no problem. So this time I decide to fax, so there won't be a problem and dang it, there's no fax coming through. So I can't win for look.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] But uh I, I will go back up and what the heck I can find out. And the lady there, she made a point of telling me that she knew what she was doing because she had worked there for 12 years. Well, great lady.
[AGENT][NEUTRAL] Hmm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I gotta go back
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, so anyway, I make.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, because she's gonna think I'm a nutcase.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's OK. Just, just call us back if she needs to verify with us and that we have not received it, we can let her know that we have not received it and just let her know that this is, uh, this fax where she's sending it is a high traffic fax. That means that um we get a lot of faxes and sometimes they bump bump to each other and they don't get here. So um that's something that they need to keep in mind as well when sending a large file.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I was gonna ask you something and it slipped my mind when you were when you were talking.
[AGENT][POSITIVE] I'm sorry. Oh, I'm sorry.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's all right. I wrote it down a high traffic facts cause I want her to know that. OK, well, I will, oh y'all are open until [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] central time, yes.
[CUSTOMER][POSITIVE] All right. OK. Well, thank you again. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Miss [PII]?
[AGENT][NEUTRAL] Holi
[CUSTOMER][NEUTRAL] No, not unless you can magically find that fax.
[AGENT][NEUTRAL] I know, I wish it was here. I really wish it was here.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Put your nose, you know, and maybe it'll disappear. Oh Lord, OK. Well, thank you. I'll talk to you later maybe if I'm lucky.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] All right. Yes, more than likely, it is gonna point it out to me because I took the last call. But yeah, if I'm not here, if I'm busy, it's probably gonna get somebody else, but if not, it's more than likely gonna come to me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you a lot. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah