AccountId: 011433970860
ContactId: 55a4df8d-4272-4e7f-9a85-c1ce14ef618e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281359 ms
Total Talk Time (AGENT): 101163 ms
Total Talk Time (CUSTOMER): 107678 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/55a4df8d-4272-4e7f-9a85-c1ce14ef618e_20250213T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling about a um a claim I faxed to y'all.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims and may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 218-888.
[CUSTOMER][NEUTRAL] 862.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] and um.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] 7071.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you say you faxed a claim and this was for your disability?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's been, I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Week or so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[AGENT][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] No, it was [PII].
[CUSTOMER][NEUTRAL] Have you step on the stone.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] What's the reason for the business today? Uh.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's fine. Oh, in the past.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And then if you can turn around.
[CUSTOMER][NEGATIVE] And how bad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can put it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] It's OK. No problem, Mr. [PII]. All right, um, so I went ahead and that gave me enough time to check and see if I find it. Uh, I do not see a fax being received recently.
[CUSTOMER][NEUTRAL] Any smoking?
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEUTRAL] I got a text from your system.
[CUSTOMER][NEGATIVE] That that's what I'm calling and now it, it said it received it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm saying it's not even there.
[AGENT][NEUTRAL] Mm mm, no, the, I, I do apologize, but yeah, the system, they recorded something but it was not, it was not a claim. It was in um documents that we received, but it was not a claim. It was just something that was imaged to your policy and it just um initiated a number, but it's not, it's not anything that you sent in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I got a fax confirmation that I sent it I always send it once a month, you tell me to send it since I've been having this claim.
[AGENT][NEUTRAL] Yeah, I understand, but we have not received it. I checked um when you put me on hold, I went ahead and check on this policy and the other policy which you had before some other policies. I checked on those just to make sure it didn't go to the wrong policy, but I didn't find anything.
[CUSTOMER][NEGATIVE] So y'all text me saying y'all received something.
[CUSTOMER][NEGATIVE] And now it's not there.
[AGENT][NEGATIVE] Again, that, that text was sent in error. It it was not something that we received from you. It was just that um we have movement on the policy, so we receive our, we did something in the policy and it generated that number, but it was not a document.
[CUSTOMER][NEGATIVE] So I don't understand.
[CUSTOMER][NEUTRAL] OK. Yeah, let me, oh, OK. All right.
[AGENT][NEUTRAL] Mhm