AccountId: 011433970860
ContactId: 829e482b-2989-4254-9b7e-7b283ecce9aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320190 ms
Total Talk Time (AGENT): 94205 ms
Total Talk Time (CUSTOMER): 137673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/829e482b-2989-4254-9b7e-7b283ecce9aa_20250623T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I think I spoke with you earlier about my facts not coming through.
[CUSTOMER][NEUTRAL] Do you remember babe?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, for, yeah, like 90 pages, 90 something pages.
[CUSTOMER][NEUTRAL] Me talking to you.
[CUSTOMER][NEUTRAL] Yeah, yes, yes.
[CUSTOMER][NEUTRAL] I have been at FedEx forever redoing all this stuff. I'm in UPS. Do you have any idea if it's come through this last?
[AGENT][NEUTRAL] Uh, what's your policy?
[CUSTOMER][NEUTRAL] My policy number is 00748041.
[CUSTOMER][NEUTRAL] And she did it in 2 batches. She did 70, 70 pages the first time and 27 the last time.
[AGENT][NEUTRAL] OK, then Ms. [PII], can you verify your date of birth and address?
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Yeah, I hear you.
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Yeah I can hear you now.
[AGENT][NEUTRAL] OK, what's your
[AGENT][NEUTRAL] Address and sorry.
[CUSTOMER][NEGATIVE] No, you're cutting out again really bad. I don't know what the problem is.
[CUSTOMER][NEUTRAL] Do you wanna call me back?
[AGENT][NEUTRAL] OK, your number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Um, coming and going.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Talk a little more.
[AGENT][NEUTRAL] Um, do you have your
[CUSTOMER][POSITIVE] Yeah, I think I hear you better now. Yeah.
[AGENT][NEUTRAL] OK, do you have your email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do. [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me see what we received, um.
[CUSTOMER][NEGATIVE] Gosh, I hope it's there. I'm gonna cry.
[AGENT][NEUTRAL] I think I just have the last thing that we discussed. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] Yeah, I can't see yet if we received it because if you faxed it from an um I can only see immediately if you upload something from our portal.
[AGENT][NEUTRAL] For fax, we can't usually see it for about 24 hours. So you'd have to, if you fax, yeah, if you faxed it this afternoon, if you can give us a call back tomorrow afternoon, we'll be able to see what we received. Sorry about that.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK, because one of them was that came through at [PII] and the other one at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and here I was thinking I was giving you plenty of time to get it. I guess I don't understand the nature of the facts, so.
[AGENT][NEUTRAL] Well, it's
[CUSTOMER][POSITIVE] But hopefully,
[AGENT][NEUTRAL] Yeah, it has to be indexed into our system, so that's why I can't see it immediately, um, but if you check back late afternoon tomorrow, we should have it in the system, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that. And let me ask you this.
[CUSTOMER][NEUTRAL] When it's such a volume of material, I mean y'all just wade through it and see what you're looking for because I'm sure I sent some things I didn't need to send.
[CUSTOMER][NEUTRAL] But um
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] They asked for so much.
[AGENT][NEUTRAL] Yeah, um, our claims department, they look at your policy, what is, you know, reimbursable, and then we match it up against the documentation that you've sent us. So if there's extra stuff in there that's fine, um, they'll still be able to, you know, look at what we received and then match it accordingly to what's payable.
[CUSTOMER][NEUTRAL] Until
[CUSTOMER][NEUTRAL] OK. I guess they're used to looking at all this, so.
[AGENT][POSITIVE] Yes, yes, very much.
[CUSTOMER][NEUTRAL] OK. Well, I will call back tomorrow. I just wanna make sure that y'all have gotten this stack.
[AGENT][NEUTRAL] OK, yeah, I understand.
[CUSTOMER][NEUTRAL] So I'll call back tomorrow.
[AGENT][POSITIVE] OK, well, thank you so much, Mr.
[CUSTOMER][POSITIVE] All right, thank you again.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.