AccountId: 011433970860
ContactId: f19ece01-86bf-4246-acf1-8ca2754b3256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109370 ms
Total Talk Time (AGENT): 50495 ms
Total Talk Time (CUSTOMER): 63316 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f19ece01-86bf-4246-acf1-8ca2754b3256_20250508T17:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I've recently opened a claim for the short-term disability, and my physician um is trying to fax over the, oh, what do you call it? Sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, the, uh, claim form that they had to fill out?
[CUSTOMER][NEGATIVE] Yes, but, um, but it says to submit to the address and fax number above, but we are unable to find your fax number.
[AGENT][NEUTRAL] Oh sure I got that. Let me know when you're ready.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, hold on here, hold on. O, Ouch, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] One handed this sucks sorry.
[AGENT][NEUTRAL] Oh, you're fine. No, I wanna say that it's very tiny at the bottom of one of the pages so perfectly understandable.
[CUSTOMER][NEUTRAL] Really? Oh, I've been hunting.
[AGENT][NEUTRAL] I believe so.
[CUSTOMER][NEGATIVE] Oh my gosh, what do you know what page number because we, we were both hunting for.
[AGENT][NEUTRAL] I, I wanna say it's the, I wanna say it's the top page that has all of the instructions and stuff.
[AGENT][NEUTRAL] Of the claim form?
[CUSTOMER][POSITIVE] Really? Oh, funny.
[CUSTOMER][NEUTRAL] Page one.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Do you see it at the very bottom?
[CUSTOMER][NEUTRAL] OK, anyway.
[CUSTOMER][NEUTRAL] No. Oh my gosh. 877-365.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's it, yes, and don't feel bad, trust me when I say it's I looked for what someone else was like they have the information. I was like, of course, and I'm looking at it and I'm like, oh that is so tiny like it really does not stand out.
[CUSTOMER][NEUTRAL] Oh my gosh. I, well, I'm glad you said something because I, yeah, but that's OK. OK, but, but that is the correct fax number, right?
[AGENT][MIXED] Absolutely it's there but don't feel that that is correct yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh funny. OK. [PII], thank you. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome you too thank you bye bye.
[CUSTOMER][NEUTRAL] OK, OK, bye bye.