AccountId: 011433970860
ContactId: bc55cfbd-029e-4679-8374-1fc81bd8cbef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276600 ms
Total Talk Time (AGENT): 82652 ms
Total Talk Time (CUSTOMER): 121738 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bc55cfbd-029e-4679-8374-1fc81bd8cbef_20250311T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yeah, I was uh calling about uh a fax I sent to y'all just was checking on it.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have a policy number?
[CUSTOMER][NEUTRAL] 218-888-62
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] uh [PII] and uh [PII].
[AGENT][NEUTRAL] OK, and when did you send the fax?
[CUSTOMER][NEUTRAL] Uh, I believe it was.
[CUSTOMER][NEUTRAL] What is this
[CUSTOMER][NEUTRAL] Day before yesterday.
[AGENT][NEUTRAL] Well, what's today. So the [PII], no, the [PII]?
[CUSTOMER][NEUTRAL] Today, yeah.
[CUSTOMER][NEUTRAL] Yeah, no, not today is, wait a minute, you got me today is the [PII].
[AGENT][NEUTRAL] Wait, the night.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, no, I got it. I got it, I got it. I sent it yesterday evening. That's what I sent it. I'm sorry, yesterday afternoon. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, you're fine. Give me one moment. They usually don't show in our system. It takes a while, but uh let me see, and you had faxed it in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, do you know around what time?
[CUSTOMER][NEUTRAL] It was around [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're in [PII]. Let me see. Give me one moment.
[CUSTOMER][NEUTRAL] No, I'm in [PII].
[AGENT][NEUTRAL] Oh, wow, I looked at it wrong. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm all jacked up today, Mr. [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, I ain't no problem.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEGATIVE] Well, nothing.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] You said around [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for me.
[CUSTOMER][NEUTRAL] In the in the.
[CUSTOMER][NEUTRAL] Right yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Again, yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't show um it yet. So, I mean, it's not saying that we hadn't received it. It's just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see it. I got you. OK, that's fine. OK.
[AGENT][NEUTRAL] Um, are you set up on our online service center?
[CUSTOMER][POSITIVE] Alright thank you. How you doing? I am.
[CUSTOMER][NEUTRAL] I, I'm set up on the online.
[AGENT][NEUTRAL] OK, usually.
[AGENT][NEUTRAL] OK, well I was gonna say usually um a text is saying when a claim is.
[CUSTOMER][NEUTRAL] Yeah, it's send you a text. Yeah, but that's the reason I called. OK, that's fine. OK, no problem.
[AGENT][NEUTRAL] Yeah, so it probably just hadn't been put in the system yet.
[AGENT][POSITIVE] All right. Well, thank you for calling. You have a great day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Alright, you too. Oh.
[AGENT][NEUTRAL] Bye.