AccountId: 011433970860
ContactId: e50abb26-908b-40cb-9556-de01256209f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227100 ms
Total Talk Time (AGENT): 111202 ms
Total Talk Time (CUSTOMER): 94135 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e50abb26-908b-40cb-9556-de01256209f2_20250624T21:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I want to know if.
[CUSTOMER][NEUTRAL] Y'all have received my fax that I sent. They told me I could call back today and they could check on it.
[AGENT][NEUTRAL] OK, when did you send the fax?
[CUSTOMER][NEUTRAL] Yesterday morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's under my husband, but my name is [PII], last name [PII], [PII]
[AGENT][NEUTRAL] Thank you. May I have the policy number, Miss. Higher?
[CUSTOMER][NEUTRAL] 00748041
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes please [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and Miss [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] You want mine or my husband's?
[AGENT][NEUTRAL] Yours, yours is fine.
[CUSTOMER][NEUTRAL] Is my policy 72349.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, I do see something. Let me check and see if this is it, um, you said you sent it yesterday?
[CUSTOMER][NEGATIVE] Yes. Now, they had a partial fax from the day from Friday and it was only uh like 10 pages. But this one that I sent yesterday is like 97 pages.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh mm. OK. No, I don't see that one here yet.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They faxed it yesterday about [PII] on both uh on.
[CUSTOMER][NEGATIVE] Well, they did 2 sections. They did one about 20 pages and then they did another one about 70 pages.
[CUSTOMER][NEUTRAL] I know both yesterday, one behind the other.
[CUSTOMER][NEUTRAL] And you don't see any of that, huh?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see them, no. Um, if you want to give it a little bit longer.
[CUSTOMER][NEUTRAL] Did you see the 10 pages?
[AGENT][POSITIVE] I do see the 10 pages, yes, I see the one that we received on the [PII]. Mhm, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You do see that.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Well, how long does it take? She told me to call back in 24 hours, which I'm doing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it is 24 business hours um but um usually when it's a large file um it depends because we they have to upload it into the system if it doesn't take it like that they will have to divide it and upload it manually um so it could take a little bit longer if it's a large file um I will say give it about another.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 24 hours like for tomorrow and give us a call back and see if that will show up and if it doesn't show up at that time, then we can probably need to check and see what happened to the facts. But yeah, give it a little bit more time because it is a large file, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for looking.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, I don't believe so. Thank you so much bye bye.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling PO. Goodbye.