AccountId: 011433970860
ContactId: 3171acda-dcaf-413a-a684-96896fdfd803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431720 ms
Total Talk Time (AGENT): 200915 ms
Total Talk Time (CUSTOMER): 177063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/3171acda-dcaf-413a-a684-96896fdfd803_20250131T18:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and um [PII] is my um I guess uh uh person that's working on my claim. I was gonna speak with her.
[AGENT][NEUTRAL] OK, so Miss [PII], you said that you're wanting to speak to [PII] if she's available, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. All right. Before I can, I can try and see if she's available, but before I can connect you with her, um, I do have to get some information from you first. So what is a good callback number? What's a good callback number for you please?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 620424
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so if you could verify some information with me first for security.
[AGENT][NEUTRAL] So first off, what is your date of birth, please, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we have on file for you is the same number that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so give me just a moment um to see if she is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And so it does appear that she is away at the moment?
[AGENT][POSITIVE] It appears she may be at lunch, [PII], I'll be happy.
[CUSTOMER][NEUTRAL] Well ma'am, while I'm on the phone with, while I'm on the phone with you, um, she told me, uh, that I could speak with somebody named [PII], um, but I was wanting to know cause I just wanna know.
[AGENT][NEUTRAL] She's also at lunch.
[CUSTOMER][NEUTRAL] I want to know, I, I, I, I faxed out something to you all, and it, it said I went to FedEx and faxed out something to [PII] and I want to know have you all got it.
[AGENT][NEUTRAL] She's also, uh-huh.
[AGENT][NEGATIVE] When did you fax it? I don't say that anything's been received today. There's nothing on your profile.
[CUSTOMER][NEUTRAL] Uh, uh, it, it was probably approximately 38 minutes ago.
[AGENT][NEUTRAL] No, ma'am, it can take up to 24 hours for us to even be able to see faxes.
[CUSTOMER][NEUTRAL] OK. Well, is there any way you can uh have [PII] to call me?
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] I'll be happy to send her a message.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You are very welcome. So, is there anything else, Miss [PII], that I can help you with?
[CUSTOMER][NEUTRAL] No, that's all. I was just want to let her know that I did fax out the information that she requested and I faxed it out today cause I went to FedEx and faxed it off.
[AGENT][NEUTRAL] OK, well, I can include that in the email or do you still need for her, I can let her know that, because I'm gonna make a note on your policy about our call.
[CUSTOMER][NEUTRAL] OK, well that's fine. Let her know that's fine. I'll call her back one day next week to see if she got it, but she told me to fax it to her, you know, at least a day or two before the [PII] so she can go ahead on it and my benefits and send them out because I have bills that be due at the beginning of the month, not the end of the month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes ma'am, I understand. So what I'll do is I'm gonna um just make a note regarding our call and let me, let me see if I can look at something again we can't instantly see faxes because that's a process of how that has to be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'll faxed it to the [PII] number.
[AGENT][NEUTRAL] Put into the system.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is correct, but that's the correct fax, but it has, it doesn't come like directly to our desk. It goes, it has to go through our processing before we can even see it on your policy when it's faxed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Miss [PII], I didn't notice, but are you set up on the online service center?
[AGENT][POSITIVE] The portal where you can actually just upload from your computer instead of having to fax that you can upload your information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I don't
[CUSTOMER][NEUTRAL] I don't even, I, you know what, I can, can I take a picture with my telephone and upload it and do it like that?
[AGENT][NEUTRAL] Not from your phone. You would have to say that on a computer.
[CUSTOMER][NEUTRAL] OK, well, I don't have, I don't have it. I don't have a computer at home, ma'am. So that's everything I have to do. That's why I told you yesterday. Give me a time I can get it, get you up there tomorrow and get it done for you, and I did it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, so let's see. You said that what time again did you fax that?
[CUSTOMER][NEUTRAL] It was like [PII] something. It had, it happened to be over almost an hour ago.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I just want to let her know I've done it. She, I've done what she asked me to do.
[AGENT][NEUTRAL] OK. Well, I will, I will make a note on your cause yes, ma'am. I don't see it yet. And I mean, we get, you know.
[AGENT][NEUTRAL] An astronomical amount.
[CUSTOMER][NEUTRAL] Well, maybe she won't be able to see it until um until Monday sometime, but you know I'd feed already and I'll call her back and follow up with her Monday if if um she don't get it. I hope I don't have to go up there infected again.
[AGENT][NEUTRAL] Yes, ma'am. It's
[AGENT][NEUTRAL] Well, that's fine, but I will.
[CUSTOMER][NEUTRAL] Cause I already got it and I got and I got confirmation that it was faxed to to the system.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] That number that I gave
[AGENT][NEUTRAL] So it should, it should be, excuse me, it should have been received, but again, you know, it does take some time to, for us to be able to have access to fax.
[AGENT][NEUTRAL] Typically about 24 hours for us to be able to see them on your profile, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I will let [PII] know that you called and that you'll be following up with her next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you and have a good day.
[AGENT][POSITIVE] Yes, and you too and thank you again for calling APO. Have a wonderful weekend, Miss [PII].
[CUSTOMER][POSITIVE] OK, you too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.