AccountId: 011433970860
ContactId: 24552216-1cbc-484e-9ba7-ec808ed2d1bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 921090 ms
Total Talk Time (AGENT): 205014 ms
Total Talk Time (CUSTOMER): 138484 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/24552216-1cbc-484e-9ba7-ec808ed2d1bf_20250106T17:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, I'm calling because, um, for whatever reason you guys was letting me try my claim online for the past two weeks and I even tried on my mobile device and on the PC and then so I just faxed you guys the um my itemized my reasons for a visit and my EOB. So um I'm basically calling to see um did you submit it yet.
[AGENT][NEUTRAL] OK, yeah, I can look and see if we received that for you today, my friend, and.
[AGENT][NEUTRAL] Let me see. Do you mind if I get that policy number handy for you?
[CUSTOMER][NEUTRAL] Um, that's 255-243-5.
[AGENT][NEUTRAL] 2552435. Did I hear that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. And um could you verify your first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful thank you and I do just need to verify additional information um if you could verify for me your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then just the email and phone number on file as well please.
[CUSTOMER][NEUTRAL] [PII] is my email and [PII].
[AGENT][POSITIVE] Wonderful thank you and is that a good number to call you back on if we were to get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I am not seeing any new claims on file, but let me dig a little further and see if there's anything else, any other information I can find out for you.
[CUSTOMER][NEUTRAL] OK, yes, I have the confirmation code and fax everything. I have the confirmation for my fax. I faxed it last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thursday last week? OK, let me take a look.
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] Hey, I appreciate your patience. I, um, I'm looking into it and I'm seeing if anybody on my team knows a quicker way for me to or knows any way for me to check uh if faxes have come in before they end up on your portal screen um so I'm just reaching out to see if there's anyone who has more information than maybe I do in this moment so that we can help you, OK?
[AGENT][NEUTRAL] Do you have the time and date for that fax like um on the confirmation, does it have a time and date?
[CUSTOMER][NEUTRAL] Um, what was Thursday? Thursday was the, um, I don't know what exact time. I have it in my, um, I don't have it in my possession, but I actually, I actually have all of that, but it's not in my current possession.
[CUSTOMER][NEUTRAL] That is the
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The second year, um.
[CUSTOMER][NEUTRAL] Yeah, that was, it was faxed to you on [PII], this [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, I, I.
[CUSTOMER][NEUTRAL] Right. Yeah, yeah.
[CUSTOMER][NEUTRAL] about.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's can reach it.
[CUSTOMER][POSITIVE] Yeah, yeah, it's real.
[CUSTOMER][NEGATIVE] You got no weight on torture.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait on it as long as that is better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sir. I am really sorry. I am not seeing it, but what I'm gonna do is I am going to
[AGENT][NEUTRAL] Um, I'm gonna submit a request for somebody in our claims department to take a look just to make sure I'm not missing anything.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then have them reach back out to you um and just for my notes when I send it, I'm gonna ask for, I'm, I'm not quite ready yet, but I am gonna ask for that confirmation number you did receive, um, so that way I can give them all of the pertinent information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And I do want to make sure you said you faxed it last week, right, on Thursday, but you only sent that fax once, right? There wasn't two faxes, you just submitted, you tried to submit a couple times on.
[AGENT][NEUTRAL] Oh, I see. Did I make sure I have that information correct?
[CUSTOMER][NEUTRAL] Uh, I'm not sure how many times she, she, because I have my, uh.
[CUSTOMER][NEUTRAL] I'm not sure how many times she did it, but I know she did and she gave me a copy of it date and time, which I don't have my.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Still putting [PII] on everything.
[AGENT][NEUTRAL] All right, and you said that you had the confirmation page from that?
[CUSTOMER][NEUTRAL] Yes, I don't have my current position. I'm currently at work.
[AGENT][NEUTRAL] OK, do you have that confirmation number though?
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Um, not only me, it was like a printed on a piece of paper.
[AGENT][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] All right. And what is
[AGENT][NEUTRAL] I know I already asked this. I'm so sorry. The 754.
[AGENT][NEUTRAL] I'm so sorry, I cannot read today. Yes, 265, that number is good for them to call you back on.
[CUSTOMER][NEUTRAL] 265
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, when you get off work, if you're, if you can get it before [PII] tonight when we close, um, if you wouldn't mind just calling back up with that confirmation number off of your.
[AGENT][NEUTRAL] Sheet that way we can update this for the team that's gonna try to research it um ideally I just need that time stamping confirmation number off that sheet if if there's any way you could get that to us.
[CUSTOMER][POSITIVE] OK. I can do that.
[AGENT][NEUTRAL] All right, and then.
[AGENT][NEUTRAL] I do have that, that escalation written up for somebody to look into, um, to look into that facts, and is there anything else I can do to help you today, my friend?
[CUSTOMER][POSITIVE] Um, no, that, that's everything, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much and um hopefully we can find that, get it located and get it started for you, my friend, OK?
[CUSTOMER][NEUTRAL] All right, yes.
[AGENT][POSITIVE] Thank you.