AccountId: 011433970860
ContactId: e0662b52-47d3-4621-ae2d-b1bd2372afa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212259 ms
Total Talk Time (AGENT): 68750 ms
Total Talk Time (CUSTOMER): 106556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e0662b52-47d3-4621-ae2d-b1bd2372afa7_20250128T23:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling. I talked to one of your representatives this morning and she told me she needed some additional information from me and I was trying to send it, but the email address I had, it came back, so I was calling to see what is the email address for claims.
[AGENT][NEUTRAL] Oh, OK, what was the email address that you were given?
[CUSTOMER][NEUTRAL] Uh, let me go, let me look at it and see what it was.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The email address I had with the email they sent to me telling me welcome me to the.
[CUSTOMER][NEUTRAL] So the online deal with [PII].
[AGENT][NEUTRAL] OK, so that was signing up for the service center and so did, did you have it sounds like a claim that needed more info on it?
[CUSTOMER][NEUTRAL] Yes, so I was trying to send the information that they want. I was trying to send it back to them.
[AGENT][NEUTRAL] OK, so to send the information for the claim you can upload it through the online service center portal, but we don't have an email address to send it to unfortunately.
[CUSTOMER][NEUTRAL] Oh, so I have to send it through the portal.
[AGENT][NEUTRAL] Right, so did you create like a login and a and a password?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, yes, now I have, I have that, but what I was trying to do, I have the information on my phone from my doctor.
[CUSTOMER][NEUTRAL] And I was trying, I don't have no way to upload it from my file and my doctor's file onto your file. So what I did, I copied the file.
[CUSTOMER][NEUTRAL] And I was trying to send it to you that way.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But I guess I'm gonna probably have to get a paper copy.
[CUSTOMER][NEUTRAL] Cause it's in my file on the online.
[CUSTOMER][NEUTRAL] Service from
[CUSTOMER][NEUTRAL] From my doctor.
[AGENT][NEUTRAL] Yeah, if there's not a way to like save it to your computer and then upload it on on our site, um.
[AGENT][NEUTRAL] That would be, yeah, the only way to get it to us would be, I mean you can put it in the US postal mail or fax it to those, but those are the three different options.
[CUSTOMER][NEUTRAL] Well, if I uh faxed it to you, what's the fax number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I can fax that over to you.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, maybe I'll try.
[CUSTOMER][POSITIVE] Maybe I'll try it that way. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] My pleasure. You have a good night.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.