AccountId: 011433970860
ContactId: 976a95b7-4aab-4a97-ac39-0e1a3103582e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99699 ms
Total Talk Time (AGENT): 46744 ms
Total Talk Time (CUSTOMER): 52642 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/976a95b7-4aab-4a97-ac39-0e1a3103582e_20250217T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a wellness claim form and I was just wondering, can I email it or it's just or can or is it just a fax?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We don't um accept claims by email just because it's not safe send them through email it's not secure. So if you wanted to fax it in, that would be fine or if you wanted to mail it in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, mail or fax?
[AGENT][NEUTRAL] Yes ma'am, or if you're signed up for the online service center you can do it like uh through your computer.
[CUSTOMER][NEUTRAL] OK, um, I've never done it to computer and then we don't have a fax machine, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'll see if I can find the fax machine.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEGATIVE] Uh, because I, I can't like I can't take pictures of it with my phone and send it. Oh no, I can't, no, because no email, right? No.
[AGENT][NEGATIVE] Right, right, email is not secure and you have so much private information we don't want anybody to get a hold of it, you know.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] We don't want anybody to know about my pap smear. No thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll just, you know what, I'll just mail it. I'll just mail it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That sounds perfect. You're welcome.
[CUSTOMER][POSITIVE] Thank you. Yes, thank you so much. Uh-huh. Bye-bye. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.