AccountId: 011433970860
ContactId: 73280c1b-3207-4058-83f4-e7562368a989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416500 ms
Total Talk Time (AGENT): 94552 ms
Total Talk Time (CUSTOMER): 131026 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/73280c1b-3207-4058-83f4-e7562368a989_20250403T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I've got um hi I've got [PII] on the phone and Mr. [PII] is uh a frequent caller. He has a policy number 243-263-6.
[CUSTOMER][NEUTRAL] He is calling because um on claim 358-4282 it was missing information and he said his physician sent in the claim form by fax this morning he wants to verify that we received the fax because he's on his way to the right now to leave the country and he won't be able to follow up and um we won't be able to give him a call back in 2.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, well, it takes 24 hours for it to upload, yeah, so.
[CUSTOMER][NEUTRAL] On that plane or he's OK.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Let me see, I don't know.
[CUSTOMER][NEUTRAL] Back in 3 days and we might have a little more information for him that it was just too soon since it was just sent this morning but he is um like you said, getting on an airplane he wants to know if we can give him any information at all.
[AGENT][NEUTRAL] I can look for it, but I can't promise him anything so go ahead and put him through.
[CUSTOMER][POSITIVE] OK, [PII]. All right. Thank you so much. Bye-bye.
[AGENT][POSITIVE] All right, thanks.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] They do have the, the dog is shooting all that.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi this is [PII] in the uh claims department. I understand that your physician faxed over paperwork this morning.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, from, yeah, from the doctor and she said she forwarded it straight to you and I also forwarded it to you, uh, this morning.
[AGENT][NEUTRAL] OK, it does usually take about.
[CUSTOMER][NEUTRAL] So I'm checking to see if you'll receive it.
[AGENT][NEUTRAL] OK, it does usually take about 24 hours for us to see it, so give me a minute, let me see if I can find it, OK?
[CUSTOMER][POSITIVE] OK ma'am I appreciate it.
[AGENT][POSITIVE] Oh, no problem at all, give me one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Go here.
[AGENT][NEUTRAL] Indexing.
[AGENT][NEUTRAL] Let's go here.
[AGENT][NEUTRAL] OK I'll be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Jesus Christ.
[AGENT][NEUTRAL] OK, let's go to indexing 2.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There it is, got it.
[AGENT][POSITIVE] OK Mr. [PII], thank you so much for holding. I, I was able to find it it is here.
[CUSTOMER][POSITIVE] OK, that sounds good then.
[CUSTOMER][NEUTRAL] So that I think that's all that was written on to uh to purchase, purchase the uh check for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, we were just needing the physician part, [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, no, that's all we're needing um uh once it's been uploaded because it's currently still in our mail room, once it's been uploaded, uh, it'll be sent over to the examiner and they'll go ahead and get it processed for you.
[CUSTOMER][POSITIVE] OK, please, I, I, I appreciate that that because I'm going over to the country now.
[CUSTOMER][NEUTRAL] So then
[CUSTOMER][NEUTRAL] be a while before I get back, you know, so I would like it to be purchased before.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] while I'm gone.
[AGENT][NEUTRAL] Where are you going?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I'm going to [PII]
[AGENT][POSITIVE] Oh awesome.
[CUSTOMER][NEUTRAL] I went to [PII] to join my wrestler there giant boot over there.
[CUSTOMER][NEUTRAL] The trade to
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yeah I'm gonna join the wrestling in the [PII] Canal.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And coming back to [PII].
[AGENT][NEUTRAL] OK, let me see, yep, everything is here.
[CUSTOMER][NEUTRAL] OK then. I guess that's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See that they got uh please uh.
[CUSTOMER][POSITIVE] Get it going for me.
[AGENT][POSITIVE] Absolutely, and you have a safe trip. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be all and thank you for for your help.
[AGENT][POSITIVE] Oh, no problem at all. You have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you too bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.