AccountId: 011433970860
ContactId: 4a87a1ef-1892-417c-89ae-5f55c9450d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551799 ms
Total Talk Time (AGENT): 101497 ms
Total Talk Time (CUSTOMER): 95588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4a87a1ef-1892-417c-89ae-5f55c9450d0c_20241231T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provide office.
[AGENT][NEUTRAL] Hi, I'm sorry, I didn't catch your name. Can you repeat that, please?
[CUSTOMER][NEUTRAL] Yeah, repeat. It's [PII]
[AGENT][NEUTRAL] All right, and [PII], how may I assist you today?
[CUSTOMER][NEGATIVE] Actually, I called study for several times and I applied for the past uh but right now I didn't receive.
[AGENT][NEUTRAL] OK, so there is a fax that was supposed to be sent to you that you have not received?
[CUSTOMER][NEUTRAL] Yes, yesterday I called 4 to 5 times and I
[CUSTOMER][NEGATIVE] Applied for the fax, but right now, I didn't receive it.
[AGENT][NEUTRAL] OK, so let me take a look into it and see if there was any errors. Um, [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02158513.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, do you need the call reference number?
[AGENT][NEUTRAL] A phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. The member name is [PII], [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, and you said you called APL?
[AGENT][NEUTRAL] Yesterday,
[CUSTOMER][NEUTRAL] Yeah, American Public Life. Yes.
[AGENT][NEUTRAL] OK, I didn't receive the fax. And which fax number is it? Is it [PII]?
[CUSTOMER][NEUTRAL] No, the fax number is [PII].
[AGENT][NEUTRAL] I'm sorry, the number that I gave was a callback number. My apologies. I was reading the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're calling for a fax back to be faxed to you?
[CUSTOMER][NEUTRAL] Yes. I'm calling from the provider office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I understand. I'm just reading the note. I understand. I was just reading the note so I know what to send you. Hold on one moment, I can send it while we're on the phone, OK?
[CUSTOMER][NEUTRAL] And I need pets.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you so much for holding. The fax has been sent. I'm just waiting for the confirmation um that it has been successfully sent, OK?
[CUSTOMER][NEUTRAL] OK. So it is sent from your side?
[AGENT][NEUTRAL] I've sent the fax. I'm waiting for the confirmation that it's been successfully sent, so I can let you know.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Did you want to wait for the confirmation?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] I will wait for 5 to 10 minutes. If I did not receive it, I will call back. Uh, can you please provide me the call reference number?
[AGENT][NEUTRAL] Sure, um, so there's no call reference number, but you can use my name and today's date. So that's [PII] The [PII] initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK. It's [PII] and the last initial is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And today's date?
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, thank you so much. I will still wait for 10 to 20 minutes. If I did not receive it, I will call back.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and Happy [PII].
[CUSTOMER][NEUTRAL] You too. Same to you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Everyone else has left the call.