AccountId: 011433970860
ContactId: 58afca26-5e3c-49aa-ae43-f6499a0980ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208289 ms
Total Talk Time (AGENT): 85633 ms
Total Talk Time (CUSTOMER): 59959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/58afca26-5e3c-49aa-ae43-f6499a0980ac_20250130T16:09_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh hello. I've been trying to upload my physician statement to the online portal, um, but there must be something wrong with your portal. I've been trying for 3 days. And so I faxed the physician's statement over, so I just wanted to call, so maybe you can notate the account and be looking for it.
[AGENT][POSITIVE] It would be my pleasure to assist you. Yes, ma'am. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Or something
[CUSTOMER][NEUTRAL] The policy is 02510814.
[AGENT][NEUTRAL] And what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got the claim number if you need that.
[AGENT][NEUTRAL] And was it, um, you said it was faxed. When did you fax that?
[CUSTOMER][NEUTRAL] This morning.
[AGENT][NEUTRAL] OK. You want to hang on just a second. Let me make sure we received it.
[CUSTOMER][POSITIVE] Of course, yes, that would be great.
[AGENT][POSITIVE] It would be my pleasure. Hang on just a second. It may take me just a second, but I can check the fax for you.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you know about what time this morning it was?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know, maybe between [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they may be
[CUSTOMER][NEUTRAL] I can tell you the number it came from. Can you see, can you see that on your end?
[AGENT][NEUTRAL] Well, my system's taking a minute, so there may be.
[AGENT][NEUTRAL] May be an issue that might be.
[AGENT][NEUTRAL] It's just taking just a minute. I apologize.
[CUSTOMER][NEGATIVE] Yeah, I, I like I said, for 3 days now I've tried to upload it to the portal, but it will never take it.
[AGENT][NEUTRAL] I am so sorry. I know that's frustrating. And how many pages was it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2 pages.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming up finally. Let me just take a quick look.
[AGENT][NEUTRAL] Or I say quick, a quick-ish look.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I apologize, it's taken so long, and I apologize for your.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] Frustration, I know.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] When it works, it's a beautiful thing.
[CUSTOMER][POSITIVE] Oh, for sure, yeah.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Position statement. Let me just check that real quick. I did. We received it at [PII] this morning.
[CUSTOMER][NEUTRAL] Oh, did you find it?
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Uh, let me make sure it's legible, cause it's kind of
[AGENT][NEUTRAL] Kind of sludgy, yeah, it's legible. We did receive it and in line to be processed.
[CUSTOMER][POSITIVE] Good good.
[CUSTOMER][POSITIVE] OK wonderful I just wanted to make sure and I appreciate you checking for me.
[AGENT][POSITIVE] Oh, yes. Oh, it's my pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] And that's all thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye-bye.