AccountId: 011433970860
ContactId: 4bf110c5-f108-4213-89bf-850beeed5ab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242190 ms
Total Talk Time (AGENT): 97013 ms
Total Talk Time (CUSTOMER): 107584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4bf110c5-f108-4213-89bf-850beeed5ab8_20250313T19:34_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] Hi, um, I'm trying to fax over some claim forms and it looks like the fax number is not working or at least it's taking forever to process through. So can we go over that just to make sure I have the right number?
[AGENT][NEUTRAL] Of course. Um, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, the APL policy number or the member, the member ID numbers?
[AGENT][NEUTRAL] Um, APL policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 600.
[CUSTOMER][NEUTRAL] 713.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] I just want to see what type of policy you have because the fax number could be different.
[AGENT][NEUTRAL] OK, here we go. And then can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] the.
[CUSTOMER][NEUTRAL] What was the other thing? I'm sorry, what else did you ask for? uh.
[AGENT][NEUTRAL] Um, your, your mailing address and email address.
[CUSTOMER][NEUTRAL] Email is.
[CUSTOMER][NEUTRAL] [PII]. The mailing address is [PII], that's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah, that's the number it's not going through, but I'm over at uh UPS, so they're kinda trying this and it doesn't appear to be going through. I am sending 19 pages and I have been here for about 20 minutes after they sent it and it still hasn't processed through.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] So the only, I can give you other options to file a claim. I don't know.
[AGENT][NEGATIVE] I, I couldn't answer why it's not going through on their end.
[CUSTOMER][NEUTRAL] Do you have any fax number? I mean, do you have any fax I guess machine problems or anything like that?
[AGENT][NEUTRAL] Well, no, um, we haven't been notified of any um issues with the fax machine today. No, we've been receiving faxes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Uh, you know, the assumption is it's on my end, is that what you're saying?
[AGENT][NEUTRAL] Right, like I wouldn't be able, if we had received it, then of course, I can let you know what went wrong on our end, but if it's being sent to us, I can't help you with it being sent to us. Um, if it's not working right now, I mean maybe you can, you're at the UPS so I don't want to say try later, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's the fax number has been receiving faxes.
[CUSTOMER][NEUTRAL] Mm, um,
[CUSTOMER][NEUTRAL] OK, um, do you have any requirements with the fax number like putting in a 1 before the 877 number?
[AGENT][NEUTRAL] No, sir, I've seen it both ways, to be honest, so it doesn't, I wouldn't say to specify it it should work either way for you.
[CUSTOMER][NEUTRAL] OK, so let's say I wanted to mail this in which, which address should I send it to? Should I send it to the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. That's the claim's mailing address. Mhm.
[CUSTOMER][NEUTRAL] In [PII]
[CUSTOMER][POSITIVE] OK, alright, well thanks so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, me too.