AccountId: 011433970860
ContactId: d8bb886c-1eac-45f2-8c96-ca6cffe7702b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109589 ms
Total Talk Time (AGENT): 68299 ms
Total Talk Time (CUSTOMER): 18108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d8bb886c-1eac-45f2-8c96-ca6cffe7702b_20241230T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'm trying to submit a claim.
[AGENT][NEUTRAL] OK, I'm happy to help with submitting a claim. Uh, claims can be submitted online, they can be faxed or they can be mailed. Have you ever logged in online?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, would you like some help as far as setting up an online account or would you like to just fax it to us? What's easiest for you?
[CUSTOMER][NEUTRAL] Uh, I guess I can try to go online. I can't do it over the phone with you.
[AGENT][NEUTRAL] No, we have to have a claim form submitted and that has to all be filled out and submitted so we're not able to do that over the phone. I'm sorry.
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][NEUTRAL] Uh, the website that you're gonna go to is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, and just, uh, follow the information on there just submit it to, uh, submit the claim.
[AGENT][NEUTRAL] Yeah, so the first thing that you'll need to do is click the uh hyperlink on the web page to the far right that says sign in you're gonna need to create a log in and um once you do that and you get in there there's a link that says upload files to file your claim and uh the claim forms are located right there as well for your convenience.
[CUSTOMER][POSITIVE] OK, if I have any issues I'll give you a call back.
[AGENT][POSITIVE] Yeah, absolutely we're happy to help.
[CUSTOMER][POSITIVE] Thank you appreciate your help.
[AGENT][POSITIVE] You're, yeah, you're welcome. Take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.