AccountId: 011433970860
ContactId: e3854a72-a5f4-4d7b-95af-75f481fddfe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253100 ms
Total Talk Time (AGENT): 101039 ms
Total Talk Time (CUSTOMER): 69707 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e3854a72-a5f4-4d7b-95af-75f481fddfe5_20250128T21:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII]. I just had a quick a quick question.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] OK, I just called and the lady said that she didn't have record of any form that my husband has sent in for y'all to speak with me.
[CUSTOMER][NEUTRAL] And I, I, I know I filled that form he filled that form out.
[AGENT][NEUTRAL] OK. Well, I can check for you and um do you know if it was emailed back or how it was sent back to us?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It was uh faxed. It was faxed July.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] In [PII]?
[AGENT][NEUTRAL] OK. I can definitely check for you, Mrs. [PII], may I have a good contact number in case we're disconnected and then the um policy number?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] And she wants me to send it in again and I will, but they, they have always spoke to me because they said they had it but until today.
[AGENT][NEUTRAL] OK. Well, I'm definitely sorry about that. I will look for, I will look forward and put um a note in here. Um, what's your, what's your fax, you ready to say fax number, I'm sorry, what's your policy number?
[CUSTOMER][NEUTRAL] It is 211-7201.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I see the notes. You just spoke with her. OK. Do you mind if I place you on just a brief hold? I'm just gonna check and see if I can see it on my, on my end.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so yes, I see it, um, [PII]. Um, there's a note here. So I'm gonna make a new note, um, and kind of pin it here so that whoever um gets the next call can see that we have received it, um, and I do apologize for that.
[CUSTOMER][NEUTRAL] Why can't she?
[CUSTOMER][NEGATIVE] How come she made me, my husband wasn't feeling good. She made me wake him up. Why did she do that?
[AGENT][MIXED] I mean, I, I, I can't say why she did that. Um, the only thing I can say is that she didn't go through all the notes, and again, I do apologize for that, um, but I am gonna put a note on here so that you don't have to go through that again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and she told me to email it to [PII].
[AGENT][NEUTRAL] Well, that would be correct, but you don't have to do that because it's already here. So you can disregard that and I'm gonna handle it on our end.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Mrs. [PII]. Again, I do apologize for that. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, ma'am, thanks a lot.
[AGENT][POSITIVE] All right. Well, thank you again for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.