AccountId: 011433970860
ContactId: e0789dfb-27d3-4846-9d93-8e53481e7b54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129580 ms
Total Talk Time (AGENT): 91061 ms
Total Talk Time (CUSTOMER): 35253 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e0789dfb-27d3-4846-9d93-8e53481e7b54_20250106T22:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Um, he requested a fax from me last week and I just wanna make sure you got it because I got an error signal on my end.
[AGENT][NEUTRAL] OK. I'm sorry. I'm sorry, your phone cut out. May I have your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I, I remember speaking with you. Give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me bring up that policy number.
[AGENT][NEUTRAL] Oh, iPhone 7.
[AGENT][NEUTRAL] OK, I have it up. Now, when did you fax it, Mr. uh [PII]?
[CUSTOMER][NEUTRAL] I tried Friday afternoon and couldn't get it to go I don't think so I tried again Saturday morning.
[AGENT][NEUTRAL] Mhm. And did it go through on Saturday?
[CUSTOMER][NEUTRAL] Well, I don't know that's why I'm asking for confirmation.
[AGENT][NEUTRAL] Oh, OK. Well, if you didn't get no confirmation, I wouldn't be able to tell you right now because as of right now, they do not show anything new on this policy on your father, uh, policy, so, no.
[CUSTOMER][NEUTRAL] OK, OK, I'll try it again.
[AGENT][NEUTRAL] OK, but not saying it's not, not here because it takes up 24 to 48 hours for them to put faxes in the system, so that's why I was asking you, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it could be that it needs a business data.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well it could be, but I, I'll check, I checked both of the policy on Mr. [PII], and it does not show that we received any, uh, new claims as of today. So you can refax it again if you like if you didn't get no confirmation saying it went through because usually you'll get something, but uh if you fax it Saturday, you know we don't work on weekends, they just, you know, start working on the faxes starting today so it might be in there by Wednesday.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well I'll check back with you then just to see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, you can. Anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right. Well, you have a great day and thanks for calling America Public Life, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. All right, bye.
[AGENT][NEUTRAL] Bye bye