AccountId: 011433970860
ContactId: 608629bb-353b-47a9-ac14-6d97e820f4d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636969 ms
Total Talk Time (AGENT): 241954 ms
Total Talk Time (CUSTOMER): 343490 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/608629bb-353b-47a9-ac14-6d97e820f4d8_20250219T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I just called and talked to somebody there just uh
[AGENT][NEUTRAL] It was me.
[CUSTOMER][NEUTRAL] Within the last hour.
[AGENT][NEUTRAL] It was me, Mister [PII]. It sure was.
[CUSTOMER][NEUTRAL] Oh was it?
[CUSTOMER][NEUTRAL] OK, you gave me the fax number. Can you tell me whether you received that information?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I can check that for you now it may take me just a minute. We get a lot of faxes in, but I actually have access to the fax, so I can check that for you.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] So I'm glad you got me back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Where are you at [PII]?
[AGENT][NEUTRAL] I am in [PII].
[CUSTOMER][NEUTRAL] Oh, it's a little warmer there than it is up here in [PII].
[AGENT][NEUTRAL] Uh, I think it's a little warmer it's getting cold though. We're having that cold snap come down on us, but.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] Luckily, it won't
[CUSTOMER][NEUTRAL] Did you get snow?
[AGENT][POSITIVE] You know, it's the funniest thing, Mr. [PII]. We, where I'm located in [PII], we get these cold temperatures and it will snow all around us, so we don't get any snow.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Well, that's where most of the winter was, but I mean, it's been brown up here for most of the winter and just in the last two weeks, we've got maybe 6 inches on the ground now.
[AGENT][NEUTRAL] Really? Now see, I would think you would have snow up there all the time.
[CUSTOMER][NEUTRAL] Oh, they've been getting
[CUSTOMER][NEUTRAL] They've been getting snow to this we're in a winter drought almost.
[CUSTOMER][NEUTRAL] And I mean, last year was similar to this. I mean, I've had my snowblower mounted on my tractor since, since, uh, November, the end of November for sure. And we haven't had a flake. We just started using the blower for winds and a little bit of drifting over at a neighbor's place, but uh no, I can get around here any place with a car or a truck primarily.
[AGENT][NEUTRAL] Really.
[AGENT][POSITIVE] Goodness, now see, I would think it's just like a winter wonderland up there.
[CUSTOMER][NEUTRAL] But the past two years.
[CUSTOMER][NEUTRAL] Uh, it, it's completely white primarily now, but, uh, and we're hoping we're supposed to get uh that thaw out coming up starting Friday and it's not supposed to be going subzero anymore for.
[CUSTOMER][NEUTRAL] At least foreseeable future, single digits for lows and double digits and maybe get a 40 here pretty pretty close but uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Currently, currently it's 113.
[AGENT][NEUTRAL] Now
[AGENT][NEGATIVE] That just sounds like misery to me.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] I said that sounds like misery to me with those cold, cold temps.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] At least my tractor is nice and warm in the heated garage while my truck is outside, so.
[AGENT][POSITIVE] Yeah, I like tractors now.
[CUSTOMER][POSITIVE] Well, I like him now too.
[AGENT][NEUTRAL] I think
[CUSTOMER][POSITIVE] Especially cab ones with heat and the radio and it makes it nice.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, I know I can't say if I've ever been in one with the heat and the radio.
[AGENT][POSITIVE] That does sound nice.
[CUSTOMER][NEUTRAL] Me neither, because I had the old ones that didn't have a cab at all.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I, I treated myself in [PII] and bought myself a new little '75 horse tractor front wheel of this all works. So I'm feeding cows with a loader and a spike in the front, but that's what all my insurance claims are for. I walked into the spike in July and I ended up going to the emergency room for 3 days, 3 consecutive days in a week.
[AGENT][POSITIVE] Fun.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] In a week?
[CUSTOMER][NEGATIVE] Yeah, they couldn't tell me I broke my ribs. I was like, why is my chest hurting so damn bad? You know, I, I know what I did, but.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Alright, I know what I did. I walked into a bail spike, but the first one, they couldn't tell me that I had any broken bones. Second one was, first one was CT, 2nd 1 was X-rays, the 3rd 1 was CTs again, and it was 3 different doctors, 3 different times of the day.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] But uh like, my God.
[CUSTOMER][NEUTRAL] It was more like tearing your cartilage and your ribs from your sternum.
[AGENT][NEUTRAL] I see.
[AGENT][NEGATIVE] Oh, that had to be miserable.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You know, if somebody would hit you very, very hard and you take that step back and
[CUSTOMER][NEGATIVE] Assess yourself, or then you go on with the day, you know, you, oh boy, that hurts, right? Well, that's what it was like for the 1st 6 hours. And then later that evening, just as I'm about to ready to shower.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I sneezed and it was like my chest expanded and it was like the cartilage and tendons and shit just started separating. Oh, did that hurt?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] I can only imagine that must, oh I think I would have screamed.
[CUSTOMER][NEUTRAL] I did, I did, and my daughters and her boyfriend and stuff, they were laughing on the phone, you know, a FaceTime call, of course, you know, I go to the hospital, dad. So I.
[AGENT][POSITIVE] Laughing
[CUSTOMER][NEUTRAL] My son took me to the hospital. 4 hours later, he had no diagnosis.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] That is crazy. Oh, I'm glad you're over that.
[CUSTOMER][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] But $7800 later I'm still waiting for some.
[AGENT][NEUTRAL] Isn't that crazy?
[CUSTOMER][NEGATIVE] Uh, and then now the APL supposedly they're not under contract with my hospital that I go to up here. So now all the paperwork is coming to me and then I gotta fax it back. Did I just don't know. I, I went to the neighbors and my neighbor lady faxed it for me, but she's not even sure whether it went through or not.
[AGENT][POSITIVE] Well, we got it.
[AGENT][NEUTRAL] We got it. Yes, sir. We received 7 pages.
[CUSTOMER][NEUTRAL] Did you get it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I sent that last one talking about uh some of it was date wise, but yeah, and all of the information and info, the additional info numbers that are on, you should have what you need.
[AGENT][NEUTRAL] Yes, sir, it looks it actually now let me check one other thing because.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like we, I wonder, did she try to send it twice, do you know?
[CUSTOMER][NEUTRAL] Possibly.
[AGENT][NEGATIVE] Because the first time I will see, I see one fax that has just blank pages and it's 5 pages.
[AGENT][NEUTRAL] It kind of looks like the same thing. I mean, the same phone number that it was faxed from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Right, if there's any duplicates, throw a duplicate away. I've got copies here also.
[AGENT][NEUTRAL] Yeah, but we do, I do see the one with, um, 7 pages.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] And yes, it does look like uh wait.
[CUSTOMER][NEUTRAL] 12345. Yeah, there's 7 original pages and then I sent the last one too.
[AGENT][NEUTRAL] OK, let me check this one.
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] Now there's a single page fax but there's nothing on it.
[CUSTOMER][NEUTRAL] Uh, nothing.
[AGENT][NEUTRAL] Let's take a look at this in depth. Hang on just a second because I wanna make sure we got all the pages.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And we received this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just in the 20 minutes.
[AGENT][NEUTRAL] Just a few years ago, yeah.
[AGENT][NEUTRAL] OK, so I've got list let me make sure we've got the UB UBO4s for each data service. How about that?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Just, just don't wanna miss anything for you see if we can get this processed and.
[AGENT][NEGATIVE] Taken care of.
[AGENT][NEUTRAL] I've got a UBO4 for data services upside down 712.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Let me look at this next one.
[AGENT][NEUTRAL] 1710.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 78
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So that's 3 UBO4s.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so that's what you need and then some of this other stuff, it was, uh, basically the same date related stuff 7:10.
[CUSTOMER][NEUTRAL] And that was $1,548.30.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Total balance.
[CUSTOMER][NEUTRAL] And then there's another one on the [PII] for $2,124 total balance.
[CUSTOMER][NEUTRAL] And then there's another one for $2,381.83 total balance.
[AGENT][NEUTRAL] I'm wondering if we've missed one.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 2124.
[AGENT][NEUTRAL] 7:12 we've got the 78.
[AGENT][NEUTRAL] Now these were not UBO4s, right?
[CUSTOMER][NEUTRAL] No, no, but they're the same pertaining to what was done.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that the same amount due on the UBO4? I just wanna make sure we've got everything because.
[AGENT][NEGATIVE] I just don't want
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I'm just taking a quick review of it so.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] And like I said, the other they have that email Fairview squared up in the upper left corner. Those are those three pages are all pertaining to the UBO and stuff too.
[AGENT][NEUTRAL] OK, alright, well, good deal, we do have it now what's gonna happen is they will put it on your policy for processing, so it goes through our imaging department.
[AGENT][NEUTRAL] And then once it's on your policy, it'll be in line to be processed and you know normally takes around 7 to 10 business days, more or less.
[CUSTOMER][NEUTRAL] And they would send the information to me then or a check or something or however that.
[AGENT][NEUTRAL] Yes, sir. It would
[AGENT][NEUTRAL] Right, if the, if it's payable, they'll send a check to you along with a copy of our explanation of benefits showing how the claim was processed and paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] It's been a pleasure. Anything else I can help you with? I'm glad you got me back because I knew exactly what was going on.
[CUSTOMER][POSITIVE] Good, good, good, and now I can call the neighbor lady and tell her that her fax machine works.
[AGENT][POSITIVE] And tell her thank you.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Have a warm evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.