AccountId: 011433970860
ContactId: 71fe2b97-f2d1-4c4e-ad34-217846fd28f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298559 ms
Total Talk Time (AGENT): 94781 ms
Total Talk Time (CUSTOMER): 61172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/71fe2b97-f2d1-4c4e-ad34-217846fd28f9_20241231T14:20_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] Yes, good morning. I'm calling because I faxed over a claim and I had no way of checking to see if you received it. I wonder if there's a way you can check.
[AGENT][NEUTRAL] OK, I can definitely check and see if there's a claim on file for you or not. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]'s [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 1826096
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII], address is [PII] and email is [PII].
[AGENT][NEUTRAL] OK, now this email is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. And when did you send your claim in?
[CUSTOMER][NEUTRAL] This morning.
[AGENT][NEUTRAL] Oh, this morning, OK. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah, I was just trying to see if they received the fax.
[AGENT][NEUTRAL] Let me see if the facts, hold on one moment.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold? I'm just gonna see if I can check the faxes.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. Around what time did you send the fax?
[CUSTOMER][NEUTRAL] Oh, I don't know, maybe 20 minutes or so ago.
[AGENT][NEUTRAL] OK, we have a few faxes that came in this morning, but
[AGENT][NEUTRAL] Document management hasn't got to them for me to see what it is. I just see there's several, like quite a few.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Starting from like [PII] this morning, so I, I just don't know which one is yours, but we, we do have a few in here. I would say to check that um with us, hold on one second today.
[AGENT][NEUTRAL] Check back with us on Thursday or Friday so we can at least confirm if it's here and I only say Friday because Thursday is the day after the holiday, so I don't know if, you know, they'll be able to get to it, but I do see a lot here.
[CUSTOMER][NEUTRAL] Yeah, I understand.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and happy [PII].
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you.