AccountId: 011433970860
ContactId: 554a56b1-baac-4658-b7a4-8d718a65c3a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213429 ms
Total Talk Time (AGENT): 76728 ms
Total Talk Time (CUSTOMER): 100632 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/554a56b1-baac-4658-b7a4-8d718a65c3a1_20250416T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII] again.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I, uh, I faxed some papers in this morning. I was calling to see if y'all receive them.
[AGENT][NEUTRAL] OK, uh, give me that policy number if you don't mind, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry, hold on.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] She already had that ready.
[CUSTOMER][NEGATIVE] I didn't think they was gonna need that again.
[CUSTOMER][NEUTRAL] OK, here it is. uh 00.
[AGENT][NEUTRAL] Um, or, OK.
[CUSTOMER][NEUTRAL] 708357
[CUSTOMER][NEUTRAL] I did the uh the paperwork for the uh
[CUSTOMER][NEUTRAL] For to be able to speak.
[CUSTOMER][NEUTRAL] And um because it need to be updated in 10 years.
[CUSTOMER][NEUTRAL] It hadn't been updated in 10 years and I had to do that and I sent the pathology report in.
[CUSTOMER][NEUTRAL] So that's the two things. It's, it was 1213 pages of the pathology report, I think, or 11 pages. It was 14 pages altogether.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have it in the system yet. It typically takes about 24 to 48 hours to show up.
[AGENT][NEUTRAL] Um, so today's Wednesday. Could you give us a call back Friday and it should be in there by then. I just don't have access. It goes through a clearing house, so they get it and then they send it.
[CUSTOMER][NEUTRAL] So do you
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Can you see that that like I, I had a thing saying that y'all received it like a fax paper. Do you have something like that saying you received it?
[AGENT][NEUTRAL] Um, it, like I said, it won't show up in our system even though we may have received it. Um, it won't show up to me for at least like 24 to 48 hours. So if you've got a confirmation and did you send it to the [PII]?
[CUSTOMER][NEUTRAL] I think so. That was whatever the paper they sent me out the, the fax numbers on the bottom of it.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] They sent me out a uh some kind of, they sent me out a claim form and they sent me out a uh re-identification or whatever it is for me to speak to you all without him.
[AGENT][NEUTRAL] OK, yeah, got it. um, yeah.
[CUSTOMER][NEUTRAL] A recent. I hadn't found it. It's been 10 years since I did it. Whatever they claim, that's what I feel about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I faxed it at [PII] something this morning.
[AGENT][NEUTRAL] OK, yeah, it, it takes a while for it to show up on our end so would you be able to have some time maybe Friday to call back and we should be able to see it by then because it has to get logged and entered into the system and I, I can't see anything yet.
[AGENT][NEGATIVE] That doesn't mean we didn't receive it. It just can't see anything yet.
[CUSTOMER][NEUTRAL] Ma'am, that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you kindly. I'll call back Friday and thank you you have a happy [PII] and a happy good Friday. Are y'all closed Friday?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We are not. Nope, we're not closed.
[CUSTOMER][POSITIVE] OK. OK then, well, you have a happy [PII] and a and a happy Good Friday then. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Same to you, ma'am. Bye-bye.
[AGENT][NEUTRAL] All right, bye.