AccountId: 011433970860
ContactId: 806348bd-1629-40bc-a846-6b77de3863f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303820 ms
Total Talk Time (AGENT): 80517 ms
Total Talk Time (CUSTOMER): 137786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/806348bd-1629-40bc-a846-6b77de3863f2_20250430T12:25_UTC.wav
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[AGENT][NEUTRAL] HPL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm trying to reach someone to see if they received some paperwork from a fax.
[AGENT][NEUTRAL] If if we've received a fax.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I have it with me.
[AGENT][NEUTRAL] OK, are you the policy holder?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] Disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I called yesterday.
[CUSTOMER][NEGATIVE] Um, they let me know that they received the one from me and the agency, but the doctor's one didn't come over.
[CUSTOMER][NEUTRAL] And um I know they sent it to the agency and they sent it to corporate.
[CUSTOMER][NEUTRAL] So, I don't think that when I did theirs before I went into the surgery, I did the doctor's one after the surgery, so I know it didn't go in on the same time.
[AGENT][NEUTRAL] OK. What's your
[CUSTOMER][NEGATIVE] Someone that should they received it.
[AGENT][NEUTRAL] OK. The doctor's portion is what you're trying to see if we received? OK. Can you can you verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you know, do you know when they were to have sent it over to us?
[CUSTOMER][NEGATIVE] They should have did it again yesterday.
[CUSTOMER][NEUTRAL] The initial one, I'm not sure when they said that, but I know it was done after I went into surgery on the [PII].
[CUSTOMER][NEUTRAL] So I'm assuming they sent it that same day cause the doctor's nurse let me know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like I said, it went from them to the agency, and then the agency said that they sent it to corporate for NAU.
[CUSTOMER][NEUTRAL] So I'm trying to follow up to make sure you guys get it.
[AGENT][NEUTRAL] So I don't show that we've received the physician's part of the claim yet.
[CUSTOMER][NEUTRAL] OK, how long does it take for it to show up?
[AGENT][NEUTRAL] You, you said that they faxed it to us on yesterday?
[CUSTOMER][NEUTRAL] Yeah, but the agency um told me that they sent it to um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The corporate office, but I'm trying.
[AGENT][NEUTRAL] Corporate. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm I'm trying to see if I need to get the doctor's nurse to send it directly to you guys.
[AGENT][NEUTRAL] That would probably be better.
[CUSTOMER][NEUTRAL] Cause that
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] If I can get them, will it show right up today if they send it?
[AGENT][NEUTRAL] So if they fax it today, um, generally it takes about 24 to 48 hours to see it in your file. We'll get it immediately, but then they'll have to upload it into this file, your file, um, so we'll we'll get it pretty quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me because um.
[CUSTOMER][NEUTRAL] Let me call them and see if they can do it and make sure.
[AGENT][NEUTRAL] Do you, do you have our fax number?
[CUSTOMER][NEUTRAL] Hold one minute. I think the lady gave it to me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And make it to the attention of claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can call them again.
[AGENT][NEUTRAL] OK. All [PII]. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.