AccountId: 011433970860
ContactId: dbddf325-5f77-446c-a498-0da562f2ccdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83699 ms
Total Talk Time (AGENT): 36305 ms
Total Talk Time (CUSTOMER): 35901 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/dbddf325-5f77-446c-a498-0da562f2ccdf_20250519T15:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi [PII]. I'm trying to see if you received um a fax last week for secondary claims.
[AGENT][NEUTRAL] For a claim, OK, I can check to see if we received that information. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with a provider.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh, you know what, I never faxed it. I actually sent it by mail.
[CUSTOMER][NEUTRAL] It's OK, cause I sent it by mail.
[CUSTOMER][NEUTRAL] Um, but, um, question, if I accidentally sent it using the last policy number, will I have to resend that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that should be fine um if it was an older policy number that wasn't active during that date of service, it might just take processing a little bit longer to associate it to the policy that was active during that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that should be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'd be all. I, I thought I faxed it, but it, I sent it by mail.
[AGENT][NEUTRAL] right
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Sure, alright, well thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.