AccountId: 011433970860
ContactId: 54b2733d-def0-4384-9e4c-4dd371c6d632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272279 ms
Total Talk Time (AGENT): 123479 ms
Total Talk Time (CUSTOMER): 121303 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/54b2733d-def0-4384-9e4c-4dd371c6d632_20250131T18:34_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] Hi, good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] I was actually calling um just to verify that you all actually received my that was sent in. My doctor said that she faxed it in. I just wanted to make sure that you all received it.
[AGENT][POSITIVE] OK, yeah, I'd love to check on that for you and Miss [PII], do you mind if I grab that policy number real quick?
[CUSTOMER][NEUTRAL] And I don't know the policy number actually. I should, and I just got off the phone with them. I should have asked, um.
[AGENT][POSITIVE] No worries, no worries, I can search it with your social if you'd like.
[CUSTOMER][NEUTRAL] Would it be on the
[CUSTOMER][NEUTRAL] OK sorry I was looking on the the form, but it's not on there um yeah that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alrighty and.
[AGENT][NEUTRAL] Would you be able to verify for me, please, your last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], Date of birth [PII].
[AGENT][POSITIVE] OK, perfect, and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm gonna just verify some additional pieces of information with you real quick, Ms. [PII], if you could verify your mailing address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect and then lastly would just be that mail or the email address on file please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And so you said um.
[AGENT][NEUTRAL] Somebody just, your doctor just faxed some information over to us. Did I hear that right?
[CUSTOMER][NEUTRAL] They said that she faxed it. It's been a little over a week.
[CUSTOMER][NEGATIVE] And she said that she faxed the paperwork then, so it's been over a week, but I haven't heard anything back or received an email like confirmation or anything.
[CUSTOMER][NEUTRAL] So I just wanted to make sure that it was sent and received. If you guys didn't send it, then I'll have to actually follow up with her as well.
[AGENT][NEUTRAL] So I'm not showing if it was over a week ago, then it definitely wouldn't still be like in processing. Um, I'm not seeing anything on file for your policy that's been received.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Sometimes it takes like 2 or 3 days for a fax to like make it into the online system, but 7 days is, I mean,
[AGENT][NEUTRAL] Not, you know what I mean like that's, it would be here by now if we were gonna have it. I would highly recommend asking if they can resubmit that paperwork to us, um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then do you mind if I give you our fax number just to confirm that we have the right fax number on file?
[CUSTOMER][NEUTRAL] OK, sure, yes.
[AGENT][NEUTRAL] OK, perfect. I have our fax number listed as [PII], and it would just be made attention to claims.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and that that's actually the number that's on the paperwork, so unless they put it incorrectly then it's definitely on there.
[AGENT][POSITIVE] OK, perfect. So it's definitely the right one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna call them.
[AGENT][NEUTRAL] Um, and do you want me to give you your policy number while we're on the phone that way you have it handy?
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][POSITIVE] OK, wonderful. I have 226-8124.
[CUSTOMER][NEUTRAL] OK, 226-811-24.
[AGENT][NEUTRAL] Just 11, um, I'm sorry, 226-81264.
[CUSTOMER][NEUTRAL] 226-812-64
[AGENT][NEUTRAL] 124.
[CUSTOMER][NEUTRAL] 012 OK 2268124.
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][POSITIVE] OK, got it, thank you so much and I'll give them a call and see what's going on with that.
[AGENT][POSITIVE] OK perfect if there's anything else we can do to help you, give us a call back and let us know, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good one.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.