AccountId: 011433970860
ContactId: 040017aa-edc9-4c9b-ab73-36594b2d21cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636479 ms
Total Talk Time (AGENT): 154596 ms
Total Talk Time (CUSTOMER): 351799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/040017aa-edc9-4c9b-ab73-36594b2d21cf_20250623T16:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, what was your name again, please, ma'am?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I have a question.
[CUSTOMER][NEUTRAL] I sent.
[CUSTOMER][NEUTRAL] A facts
[CUSTOMER][NEUTRAL] For insurance Friday and it was uh
[CUSTOMER][NEGATIVE] Heck of a fact. I sent like 90 something pages and then some of them jammed and so I resent some of it. Could you tell me if y'all got that?
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment, my policy number is 00748041.
[AGENT][NEUTRAL] OK, can you verify your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] The last name is [PII], [PII] My date of birth is [PII]. Everything I filed was from my husband, [PII]. Oh yeah.
[AGENT][NEUTRAL] OK, and then what is your address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your email address for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Just last thing I need is a good callback number, Ms. [PII] in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh yes please [PII].
[AGENT][POSITIVE] OK, thank you so much. Um, let's see, let me check and see what if we received it.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, we got 8 pages and then let me see.
[AGENT][NEUTRAL] You, you said you, um.
[AGENT][NEUTRAL] You said about 100
[CUSTOMER][NEUTRAL] What happened was
[CUSTOMER][NEGATIVE] Yeah, yeah, we did. Uh, but early on, uh, they got jammed and he didn't know which page didn't go, but I knew approximately what page didn't go.
[CUSTOMER][NEGATIVE] So we refaxed however many that was, maybe 8 pages, but before that, just minutes before that, I faxed everything um with the form from uh American public and all the pathology reports and EOBs and they all should have gotten a stack before that.
[AGENT][NEUTRAL] Uh, it looks like that's the only
[CUSTOMER][NEUTRAL] This was at the
[CUSTOMER][NEUTRAL] About [PII] Friday.
[AGENT][NEUTRAL] Yeah, it looks like we've got this at 3:11.
[AGENT][NEGATIVE] Um, on Friday, and, and we just got 8 pages, that's all that we received.
[CUSTOMER][NEUTRAL] No, Lord.
[CUSTOMER][NEUTRAL] Um, hold on a minute.
[CUSTOMER][NEUTRAL] 12 and 10, 34.
[CUSTOMER][NEUTRAL] 5678. Actually, there were 10 pages.
[CUSTOMER][NEUTRAL] But uh before that I got.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] 97 pages. They should have come first all from the same fax number. It says transmission verification report that it went through and uh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That was at 304 when I sent the first one.
[AGENT][NEUTRAL] OK. It looks like that did not come through.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEGATIVE] Oh my God, I can't believe it with all that we said.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] The son was at 3:28.
[AGENT][NEUTRAL] Yeah, I've just got the one. It actually is 9 pages. I'm sorry. That's the only one that we have is the 9-page fax.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Well, I don't understand is.
[CUSTOMER][NEUTRAL] How did uh
[CUSTOMER][NEUTRAL] Just a second, let me see this here. Let me, let me count this just a minute. You're not counting the cover sheet, I guess, so I had 12.
[CUSTOMER][NEUTRAL] Well it's gotta be the old sack 345.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 78, yeah, like 9 pages, um.
[CUSTOMER][NEGATIVE] I don't understand this. It came from the same fax machine.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Y'all got that and you didn't get the first of it. I just, I don't know. Do you think, I mean, what?
[AGENT][NEUTRAL] Can you break it down?
[AGENT][NEUTRAL] Um, if you, so if you fax it again, if you can try faxing it in like chunks of like 10 instead of all one big facts, that might help.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Um, because we did get this, we got the 90.
[CUSTOMER][NEGATIVE] I don't want
[CUSTOMER][NEGATIVE] I don't understand, I don't understand that because I mean if it's all going through what.
[CUSTOMER][NEUTRAL] What difference does it make?
[CUSTOMER][NEUTRAL] I don't understand that. Could there be anybody that got that fax before you're looking for it? Could anyone have gotten it earlier?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, this all goes into our same database that we access to look at faxes.
[AGENT][NEUTRAL] So I that that's the last thing that we have on file. Prior to that, it was back in [PII], um, or [PII], we got uh information from you, but.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that was for um.
[CUSTOMER][NEUTRAL] Yearly stuff.
[CUSTOMER][NEGATIVE] Well, you're not gonna be able to do anything with those 9 pages because you don't have the pathology report or the uh all the forms so um.
[CUSTOMER][NEGATIVE] I, I just don't understand. I thought that if it didn't go through, it would have flagged it and said it didn't go through on my end.
[AGENT][NEUTRAL] Yeah, normally it does, but I'm not sure if because it got jammed it.
[AGENT][NEUTRAL] I, I'm not sure what happened. I don't know. I'm sorry.
[CUSTOMER][NEUTRAL] Well, OK, um,
[CUSTOMER][NEUTRAL] It just it doesn't go to anyone except just attention to claims department, right?
[AGENT][NEUTRAL] Yeah, that's our that goes directly there, yep.
[CUSTOMER][NEUTRAL] Pension claims department.
[CUSTOMER][NEUTRAL] OK. Uh, well, I guess I will be, and so you want me to send it in, in increments?
[AGENT][NEUTRAL] Yeah, I just, I
[CUSTOMER][NEUTRAL] Mine is those.
[AGENT][NEUTRAL] Yeah, just making that suggestion.
[CUSTOMER][NEUTRAL] Mine is the paper that um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and let me just double check with you now. Do you have it in front of you what I sent?
[AGENT][NEUTRAL] I do, um, it starts with that cover page and then the next page is.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From how a tax service saying that we were resending it because it didn't go through.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, then it.
[CUSTOMER][NEUTRAL] OK, and you have
[CUSTOMER][NEGATIVE] 1 page 12 and then page 12 and then page 12 and then page 12. OK, there's no use me sending that again.
[CUSTOMER][NEUTRAL] So I will send everything else. I'll resend it.
[AGENT][POSITIVE] OK, I'm so sorry about that.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I am too. Uh, my husband is saying how many, so we got about 90 pages here. What, what do you want to spend about 1215, 10? How many at a time?
[CUSTOMER][NEUTRAL] What would you suggest?
[AGENT][NEUTRAL] Yeah, I, I would just suggest about 10. How about trying that, seeing if that works.
[CUSTOMER][NEUTRAL] All right, I'm not gonna go back to the same guy to redo this because he was nice enough to do it for me. Uh, if I go to, uh, where do you go? FedEx or somewhere who, who faxes?
[AGENT][NEUTRAL] Yeah, FedEx, Kinko's, um.
[AGENT][NEUTRAL] Yeah, FedEx should, yes, or UPS or
[CUSTOMER][NEUTRAL] FedEx or UPS or think, OK, I don't think we have a kinko anymore.
[CUSTOMER][NEUTRAL] OK, and they'll know how much to send through at a time.
[CUSTOMER][NEUTRAL] Or I just tell them what I want.
[AGENT][NEUTRAL] Yeah, I mean, if it's if it's them, um, their fax machines are pretty heavy duty, so, um, I mean, yeah, you.
[CUSTOMER][NEUTRAL] So like
[AGENT][NEUTRAL] Yeah they I mean they should know their fax machines well and know how many pages you can successfully send at one time so I mean if they say they if they feel confident they can send them entire amount that's fine too so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, I guess I've got to go see about getting this faxed. Thank you so much. I appreciate it. I'll just, uh, I'll get the rest sent today sometimes. I don't know if y'all will get it, but you should get it directly, shouldn't you?
[AGENT][POSITIVE] Yes, yeah, if you wanna check back tomorrow, we should have it in the system, yep.
[CUSTOMER][POSITIVE] OK. All right. Thank you again. I appreciate it.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.