AccountId: 011433970860
ContactId: a101bcc0-d73d-4cde-bb71-be0c4d8f4b19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42259 ms
Total Talk Time (AGENT): 20611 ms
Total Talk Time (CUSTOMER): 25119 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a101bcc0-d73d-4cde-bb71-be0c4d8f4b19_20250312T13:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning [PII]. I was calling to see if it's if it's possible to um email a claim.
[AGENT][NEUTRAL] No, we don't accept them via email either faxed or mail or submitted electronically.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK great that's what I need to know thank you. So when you say electronically, what do you mean?
[AGENT][NEUTRAL] Here you some providers, are you the policy holder or are you calling on behalf of the provider?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm the policy holder.
[AGENT][NEUTRAL] OK, yeah, that's only for the provider to submit it electronically.
[CUSTOMER][POSITIVE] OK, got you, OK, OK, alright, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK, yes ma'am you too bye bye.