AccountId: 011433970860
ContactId: d67b7e89-bec4-46f9-bb8f-77d3acadff66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102339 ms
Total Talk Time (AGENT): 39351 ms
Total Talk Time (CUSTOMER): 60159 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d67b7e89-bec4-46f9-bb8f-77d3acadff66_20250103T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I recently submitted a claim and it asked for further documentation, and I just uploaded it to the website and I just wanna make sure I did it properly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure. Um, how long ago though did you upload it?
[CUSTOMER][NEUTRAL] Um, just, uh, a little bit ago today.
[AGENT][NEUTRAL] OK, I can check to see if it's here. We usually say give it about 24 hours, so document management can upload it, but I can definitely check for you.
[CUSTOMER][NEUTRAL] Oh no no it's OK. I just, I wanted to ensure so because I already had a claim number issued with it I would just upload it as an upload a file correct and they'll link it to the previous issued.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. That's what I was.
[AGENT][POSITIVE] Now you will see a new, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, no, you go ahead.
[AGENT][NEUTRAL] You will see a new claim number when you upload it, but it's OK. It'll, when the examiner sees it, they'll just, um, they'll know that's the additional information from that original claim.
[CUSTOMER][NEUTRAL] Awesome that's what I just didn't know if it linked so that's why I was worried. I'm like, does it link to this? I don't know. I'm so confused because I was like, oh I'll just go back into my claim and like upload it but it wouldn't let me and I'm like, OK, either I'm a ding dong or I don't know.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All right, well I guess it's good. I'll wait a few days and see what happens um and then call back if I have any other questions.
[AGENT][NEUTRAL] All right, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No thank you have a nice day.
[AGENT][POSITIVE] You also, and thanks for calling APL and Happy New Year.
[CUSTOMER][POSITIVE] Happy New Year. Bye-bye.
[AGENT][NEUTRAL] Bye bye