AccountId: 011433970860
ContactId: 51041f78-bf2e-426c-8d2b-b1d44de4475f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272790 ms
Total Talk Time (AGENT): 126501 ms
Total Talk Time (CUSTOMER): 80433 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/51041f78-bf2e-426c-8d2b-b1d44de4475f_20250522T18:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh this is [PII].
[CUSTOMER][NEUTRAL] I'm just calling to see if y'all got my facts yesterday and my paperwork.
[AGENT][NEUTRAL] OK, Mr. [PII]. So you're wanting to see if a fax was received from you, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I talk
[CUSTOMER][NEUTRAL] Yeah, I talked to [PII] yesterday.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And told her I I would be faxing that paperwork in. She said, OK, just make sure the, you know, the next day call, make sure it was received.
[AGENT][NEUTRAL] OK, yes, sir, Mr. [PII], I'll be happy to, uh, check to see if I can see that yet. It can take up to 24 hours or so for us to be able to see faxes on your profile, but I'll be happy to.
[CUSTOMER][NEUTRAL] Oh yeah it's been well over 24.
[AGENT][POSITIVE] I'll be happy to look that um up and see if I can see anything for you. What's a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] It is 1715334.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments to get your information pulled up. Once I do, Mr. [PII], I will have to verify several things with you first for security, and then also any information that is provided would be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright thank you and then the last piece of information to verify is gonna be your email address.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Martin M A R T I N 27.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying everything.
[AGENT][NEUTRAL] All right, so give me just a moment.
[AGENT][NEUTRAL] OK, Mr. [PII], so I can see that you do have some documents that were reported as received yesterday that are in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I do want to
[CUSTOMER][NEUTRAL] I just want to make sure everything's in.
[AGENT][NEUTRAL] Yes sir now has anyone ever told you Mr. [PII] about our portal called the online service center?
[CUSTOMER][NEUTRAL] Yes ma'am, I don't have a computer.
[AGENT][NEUTRAL] Oh, OK. All right then. Well, I just want, sure.
[CUSTOMER][NEUTRAL] To do any of that and.
[CUSTOMER][NEUTRAL] It's just easier. I'm, I'm computer illiterate anyway.
[CUSTOMER][NEUTRAL] So it's just easier for me to talk to somebody.
[AGENT][POSITIVE] Oh no, you're, that's fine. I just wanted to make sure that you are aware that we have that. So if at any point, you know, you get a computer or just and decide you would like to set up your profile, then you can call us and let us know that, and we'll be happy to give you that information.
[CUSTOMER][NEGATIVE] Right, I'm doing barely anything to be living much less anything else.
[AGENT][POSITIVE] Oh, I'm sorry to hear that, Mr. [PII].
[CUSTOMER][NEUTRAL] So, you know,
[AGENT][NEUTRAL] Well, just hang in there.
[CUSTOMER][NEUTRAL] Till the do
[CUSTOMER][NEUTRAL] Uh, I'm trying to
[CUSTOMER][POSITIVE] So alrighty I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else, Mr. [PII], that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK then well thank you so much for calling APL and I hope that you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.