AccountId: 011433970860
ContactId: bc4adee9-20c0-40a3-b8d2-d175ed5408b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50959 ms
Total Talk Time (AGENT): 20248 ms
Total Talk Time (CUSTOMER): 18382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bc4adee9-20c0-40a3-b8d2-d175ed5408b2_20250325T20:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I wanted to know if um if I wanted to submit some claims, what um email can I submit it to?
[AGENT][NEUTRAL] Um, you can actually upload them to our portals. They have to be uploaded on our portal.
[AGENT][NEUTRAL] Do you have an account?
[CUSTOMER][NEUTRAL] What's the website?
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I just uploaded there and that's it?
[AGENT][NEUTRAL] Yeah, you'll have to log in to your account and then you can upload any claims.
[CUSTOMER][POSITIVE] OK. OK, I'll do that. Thank you.
[AGENT][POSITIVE] OK, thank you, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.