AccountId: 011433970860
ContactId: c659b074-81c7-4145-8761-1a8316b53ed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265359 ms
Total Talk Time (AGENT): 107976 ms
Total Talk Time (CUSTOMER): 56836 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c659b074-81c7-4145-8761-1a8316b53ed8_20250325T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanna check to make sure that uh y'all had received the fax that I sent last night.
[AGENT][NEUTRAL] Um, OK, let me put you on a brief hold.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where do we get faxes?
[AGENT][NEUTRAL] How do we get faxes?
[AGENT][NEUTRAL] I don't know he said I wanted to make sure you received my fax last night.
[AGENT][NEUTRAL] But like
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So, um, I'm curious, what did you fax it and where did you fax it over to?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, I faxed it to, uh, your apart. What was the number? Um.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] 877 and I don't remember the rest.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on, let me
[CUSTOMER][NEUTRAL] It was for my short-term disability claim.
[CUSTOMER][NEUTRAL] But you want
[AGENT][NEUTRAL] OK, um, let me see if I can get access to our, our facts, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it looks like the phone number that you might have faxed it to um with our claims uh fax because that starts with [PII] so I'm gonna transfer you over to them and see if they received it, OK? It might take a little bit, yeah, OK, perfect.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So who do I transfer it to for short term disability?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Who do I transfer it to for just short term disability?
[AGENT][NEUTRAL] This one? OK, so I just click on this.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I don't even know.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] He just kept talking. He's an old guy.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm doing good how are you?
[AGENT][POSITIVE] I'm doing good. I have a gentleman on the line and he was curious. He's an older guy and and he was curious if you guys received his fax for his short term disability. Um, he didn't give me his name, um, but I do have him on the line if you wanna ask him a few questions.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you've not verified anything?
[AGENT][NEUTRAL] No, I have not. He just asked if I received the fax and I'm honestly new and so I didn't even know where the fax was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're fine and this was for a um a claim form, is that right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, um, I can, I can check with him. Do you have a callback number or anything?
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alright, thank you, you can go ahead and send him over.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK perfect I have someone from our um claims department to help you out OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you.