AccountId: 011433970860
ContactId: ce6e376e-075f-41b9-81e2-3c037698f882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105940 ms
Total Talk Time (AGENT): 41103 ms
Total Talk Time (CUSTOMER): 67710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ce6e376e-075f-41b9-81e2-3c037698f882_20250611T19:57_UTC.wav
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[CUSTOMER][NEUTRAL] There is an explanation for everything.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] then.
[CUSTOMER][NEUTRAL] [PII], this is [PII] um, I had filed a claim. Well, I faxed it in and um that they, I couldn't upload it since y'all had changed the system and I was trying to see if y'all had received it. I, I went on my on my thing online to look on my profile and see, but it's not showing that y'all received it.
[AGENT][NEUTRAL] OK, let's take a look. What is the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am. 02.
[CUSTOMER][NEUTRAL] 000335
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then if I can get your date of birth and address.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you. OK, so the last claim that I show was reported on [PII]. I don't show anything for the month of June.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you don't see any new papers I sent in. I faxed, I faxed them in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my God, I wanna what are those papers. Oh my gosh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I don't see anything, so you can resend it to us. Um, were you able to get online finally?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Um, yes, I finally was able to get online.
[AGENT][NEUTRAL] OK, so yeah, I mean you can upload it too if you wanna do it that way also.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have to upload it cause I was like, oh my gosh, OK.
[AGENT][NEUTRAL] I'm sorry, yeah, I just
[CUSTOMER][NEUTRAL] OK, cause I had fax it in.
[AGENT][NEUTRAL] Yeah. Sorry about that. I just don't see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK. All right, bye.