AccountId: 011433970860
ContactId: caa8ff5f-9c35-4381-8e9f-4a55f2a47822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104059 ms
Total Talk Time (AGENT): 74139 ms
Total Talk Time (CUSTOMER): 25620 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/caa8ff5f-9c35-4381-8e9f-4a55f2a47822_20250108T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Um, I faxed you some material, um, late last week, and I just wanted to see if you ever finally got those fax.
[AGENT][NEUTRAL] OK, let me see, because, uh, I, I know I pulled it up today because I got it on my desk to remind me this morning we're not there, so let me see, is there anything out there today. OK, on the policy 00154517, there's nothing out there yet. And let me go to the other policy 00152225.
[AGENT][NEUTRAL] And on the other policy on Mr. [PII], there's nothing out there yet. Now you can refax it because as of today there's nothing showing that we received it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, uh, there's no way I can email it to you or anything, is that right?
[AGENT][NEUTRAL] No, you can't email anything to the just have to be faxed in, mailed in, uh, OK. Do you need our mailing address to malo it in?
[CUSTOMER][POSITIVE] OK, well I'll keep I'll keep trying all right.
[CUSTOMER][NEUTRAL] Well, I guess that would be the last resort, yeah.
[AGENT][NEUTRAL] OK, you're gonna mail it, you're gonna mail it to to PO Box.
[CUSTOMER][NEUTRAL] Please give me that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'll try.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright bye.