AccountId: 011433970860
ContactId: 7a6f9ba6-63d1-4f54-845e-1c4d713c9284
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151639 ms
Total Talk Time (AGENT): 56993 ms
Total Talk Time (CUSTOMER): 88235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7a6f9ba6-63d1-4f54-845e-1c4d713c9284_20250620T20:03_UTC.wav
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[CUSTOMER][NEUTRAL] Did you like that?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm in the process right now of faxing 97 pages for a cancer claim form for my husband.
[CUSTOMER][NEUTRAL] Uh, are you in the claims department?
[AGENT][NEUTRAL] We're in the care team, but I can assist you with instructions, Miss [PII].
[CUSTOMER][NEUTRAL] OK. All I wanna know is, have you gotten this enormous fax? Because I'm gonna have to send us some additional pages because the fax machine said more than one page at a time through, and I wanna make sure y'all get all of them. So I've sent another cover letter explaining that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, I was just wondering if you could, if you knew if the claims had come through.
[AGENT][NEUTRAL] OK, Ms. [PII], when did you send it back?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Just immediately, about 5 minutes ago.
[AGENT][NEUTRAL] Oh, OK. We don't get faxes until 24 hours.
[AGENT][NEUTRAL] Yes so yeah.
[CUSTOMER][NEUTRAL] Seriously.
[AGENT][NEUTRAL] Mhm. Yes, they go to a fax, they have, they go to a different department which is a fax. It goes to a line and then it's distributed and then it's put into your account. So it takes 24 hours for us to view that claim.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] So they take the actual, oh that's confusing. OK.
[CUSTOMER][NEUTRAL] Uh, and y'all aren't open tomorrow, so I guess I'll just call back Monday.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, Monday we will know. I can check your account now, but if you did it 5 minutes ago, it's definitely not gonna be in your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, that's fine. I'll uh I'll check back with you Monday.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss [PII]? Any other information you need?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, thank you. I just sent 2.
[CUSTOMER][NEGATIVE] Two separate faxes because I didn't want to confuse y'all, but one of the pages skipped. So we resent right where we think the skip was, you know what I'm saying?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So anyway, well, what did you say your name was, please, ma'am?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, well thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.