AccountId: 011433970860
ContactId: b7e4a8a2-8f38-4068-a79c-c40b3eb6c039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88300 ms
Total Talk Time (AGENT): 57357 ms
Total Talk Time (CUSTOMER): 31988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b7e4a8a2-8f38-4068-a79c-c40b3eb6c039_20250505T16:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm trying to fax a claim to the claim department. Is the fax number [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am it is attention claims department.
[CUSTOMER][NEGATIVE] It it says no there's no answer at that number.
[AGENT][NEUTRAL] I'm not sure. We've been receiving faxes today and able to send faxes. I just actually sent one.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] So, and are you putting the
[CUSTOMER][NEUTRAL] I'll try again. It it said no answer. Yeah, I'm sorry, go ahead.
[AGENT][NEUTRAL] Are you putting the 1 in front of, are you adding the 1 in front of the 877?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, yes ma'am, I'm not sure about that. I mean I haven't, uh, received any type of email or notification that there could possibly be something going on. Like I said, I just sent one and it did transmit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll try again thank you.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] What about email? Do you guys receive claims through the email? No? OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am, we can't accept claims via email for security purposes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, well you're welcome. So again, if that's all I can help you with, uh, thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.