AccountId: 011433970860
ContactId: 1ac9df94-eb90-4a6b-9277-b5ec1285e9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245410 ms
Total Talk Time (AGENT): 129593 ms
Total Talk Time (CUSTOMER): 73814 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1ac9df94-eb90-4a6b-9277-b5ec1285e9b0_20250103T17:33_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello [PII], um, this is [PII]. I'm calling because for some reason I was trying to submit it for the past week and it was not letting me on my mobile device or on the computer or PC, so I had my um.
[CUSTOMER][NEUTRAL] I faxed you guys my um itemized EOB and my um.
[CUSTOMER][NEUTRAL] My reason for visit.
[AGENT][NEUTRAL] OK, yeah, I can take a look and see if we received those for you. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] Um, my policy number is 2552435.
[AGENT][NEUTRAL] 2552435, did I get that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Perfect. And then could you verify your date of birth for me?
[CUSTOMER][POSITIVE] Yeah we're gonna get
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. And then what was your, I'm so sorry. I'm, I know you said your first [PII]. I'm sorry, I'm saying that wrong, but your last name if you could verify that for me as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. And I do need to verify with you just the mailing address on file, email and phone number.
[CUSTOMER][NEUTRAL] Uh, the mailing address is [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII] and you said phone number as well?
[AGENT][NEUTRAL] Yeah, just the phone and email.
[CUSTOMER][NEUTRAL] 00, the phone number [PII]. Email is [PII].
[AGENT][POSITIVE] All right, thank you. And then.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Do you know when your aunt would have faxed in that document?
[CUSTOMER][NEUTRAL] Uh, it was faxed in yesterday.
[AGENT][NEUTRAL] Yesterday, OK, um, I don't see it on file yet, but we do have like a human side of it where items are faxed and then they're scanned and uploaded by an actual person and attached to the policies in our system, so it doesn't look like I show it yet, but it could take up to 72 hours between receiving the fax and getting it available online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you want to maybe give us a call back Monday or Tuesday and and see again if we received it.
[CUSTOMER][NEUTRAL] OK, yes, I was calling to see if you guys received it, and can I, is it OK if I try again online to upload it?
[AGENT][NEUTRAL] Yeah absolutely if it shows up twice it's not gonna hurt anything they're just gonna say one's a duplicate and they'll move on and process the other one. I do recommend you use Chrome when you're using the online service center on a desktop like do it on a computer and do it through Google Chrome.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] OK, yes, yes, I tried that. It wasn't working, so.
[AGENT][NEUTRAL] Dang it, and sometimes.
[CUSTOMER][NEUTRAL] I'm gonna try my device.
[AGENT][POSITIVE] It helps like if you can break your PDFs up into smaller like file sizes and doing like 2 or 3 small files uploaded instead of all of it at once.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Uh, OK, thank you, uh.
[AGENT][POSITIVE] Yeah my pleasure and yeah try online again if that works that's awesome and if you can't get it online um give us a call back Monday or Tuesday next week and hopefully by then any fax that's come through would have been uploaded and put into our systems, OK?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Is there anything else I can do to help you today, my friend?
[CUSTOMER][POSITIVE] No, no, that's it, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling APL. I hope you have a fabulous day and a happy New Year.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thanks.