AccountId: 011433970860
ContactId: 76f696de-d8f6-4b0c-bf16-71f2126ac63a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586690 ms
Total Talk Time (AGENT): 147568 ms
Total Talk Time (CUSTOMER): 117901 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/76f696de-d8f6-4b0c-bf16-71f2126ac63a_20250214T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I had called earlier and I was supposed to be getting a fax. Her name was [PII] or [PII], something like that, [PII], said the lady I was talking to, she was gonna fax a form for me for the doctor to fill out, and I haven't received it yet.
[AGENT][NEUTRAL] OK, Ms. [PII], so you said that [PII] was to be sending you a form via fax. Is that correct that you haven't received it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, yes ma'am. Well, I can try and help you with that. Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't have it. I gave them my social last time.
[AGENT][NEUTRAL] OK, and if you'll give me your social this time, I can look up your information and I will provide you your policy number.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Mm mm no.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will need to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEGATIVE] Can't trust me.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you very much. So give me just one moment, OK? To look at some notes, please. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think she's at lunch because I've had it for a while.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I sure don't mm mm.
[AGENT][NEUTRAL] OK, so can I verify the fax that she sent this to?
[CUSTOMER][NEUTRAL] I don't have it written down. The last four numbers was [PII]. It was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's see, and, OK, just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so was it just your statement?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That she was faxing you?
[CUSTOMER][NEUTRAL] It was something she said the doctor had to fill out to continue with my benefits.
[AGENT][NEUTRAL] OK, so it sounds like it was an OK so give me just a moment. It sounds like that this was um probably an entire claim form. Do you mind letting me place you on a brief hold um to try and verify something and I'll be happy to try and send this again.
[CUSTOMER][NEUTRAL] Short-term disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can tell it was the correct place. They said that one of the nurses will take it to her mom whenever she has.
[AGENT][NEUTRAL] Ms [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding for me. I do appreciate your patience. OK, so I'm gonna try and fax this form again to that same number because that is the correct fax number, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And does it need to be put to your attention?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have my name on there somewhere where they'll know.
[AGENT][NEUTRAL] OK, yes, ma'am. All right, so just one moment. And again, that fax number was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][POSITIVE] Hopefully this time it will.
[AGENT][NEUTRAL] They received.
[AGENT][NEUTRAL] Hopefully since we did have the correct phone number, but you know with technology.
[AGENT][NEUTRAL] You know, sometimes things happen, so, but it has been sent again. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] Oh, well, you're welcome and thank you again for calling APL if that's all I can help you with, and I hope you have a nice weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right you too all right bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye.