AccountId: 011433970860
ContactId: 8b210912-7120-4b4a-bb54-24310dabd163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359000 ms
Total Talk Time (AGENT): 144945 ms
Total Talk Time (CUSTOMER): 219770 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/8b210912-7120-4b4a-bb54-24310dabd163_20250117T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], uh, yes, if I give you my policy number, can you check the status of the claim I filed?
[AGENT][POSITIVE] Well, it would be my pleasure to check that claim status for you. What is that policy number?
[CUSTOMER][NEUTRAL] The policy number is 00810367 and I believe it's under company 22.
[AGENT][POSITIVE] I spoke to you earlier because I was impressed that you knew that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, you, you did, and I seem to be having a problem here and they keep saying that the supervisor, the supervisor, the management didn't send the uh copies and he told me fax it 3 choice and then one more time when I told him it didn't go through so I wanna see if it goes through because if we don't, I'm gonna have him uh email it to me or fax it to me or email it to me and I'm gonna fax it myself.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that sounds like what we need to do. I just need to get you to verify your, uh, name, date of birth, and current mailing address, please, sir.
[CUSTOMER][NEUTRAL] OK, it's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think even the last time I told you we received a document on the [PII], right?
[CUSTOMER][NEUTRAL] I believe so and they they said it was in process and uh.
[CUSTOMER][NEGATIVE] And I was talking to Ms. [PII], Miss [PII], and she said that she still hadn't received it. And I'm like, you said it, sent it three different times. So I don't know what's going on. Uh, like I said, if it, if it's still being processed or it hasn't come through, I'm just gonna, he's not, he's on vacation, he won't come back till tomorrow. I had just have him, uh.
[CUSTOMER][NEGATIVE] Um, fax it to me or email it to me and I'm gonna and do it myself. I'll just fax it, go to staples and fax because fax machines are obsolete anymore. I'm surprised you guys don't accept emails.
[AGENT][NEUTRAL] Yeah, email it
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, the, we do accept it by emails, but emails are not secured and we want to protect your personal health information, so that's why we deter from sending emails.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I mean you can email it.
[CUSTOMER][NEUTRAL] Right, yeah, it's just, it's hard to find somewhere to fax.
[AGENT][NEUTRAL] Yeah, you can email it, you know, but we, we prefer it not come through email just to protect your information.
[CUSTOMER][NEGATIVE] Right, right. Oh, I truly understand. I'm just, it's just, this is becoming so difficult and I don't know if you remember my conversation. I'm not getting paid. This is driving me crazy.
[AGENT][NEGATIVE] Yeah, you're having a hard time.
[AGENT][NEUTRAL] Right, and that's what's, and the bills just do not stop.
[CUSTOMER][NEGATIVE] Uh, no, they do not and uh this is really starting to uh drive me crazy and bananas, so.
[AGENT][NEGATIVE] Yeah, that doesn't help when you're trying to get better, right?
[CUSTOMER][NEUTRAL] I mean, he wouldn't lie to me.
[CUSTOMER][NEGATIVE] This is, this is true. A matter of fact, when the nurse, I have two different nurses come in during the week and I, I cry to them and I can see in their face, they're getting tired of hearing it too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I do understand. I, I've been in the same situation on disability and couldn't get the forms in and uh you know, it's just so much stress. First of all, you're not feeling well, you're trying to recuperate and get better and then you have all that stress of just trying to pay your bills.
[CUSTOMER][NEGATIVE] Very stressful and I, she said my paperwork that I was supposed to send in all the paperwork that the doctor sent in is in. It's just the paperwork from my place of employment, which is the post offices, and it's very difficult to deal with management and the federal government. They don't wanna do anything, but I have no reason he has no reason to lie to me that he didn't send it in, so I don't know.
[AGENT][NEUTRAL] Your employer
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, see if you can get him to to email that to you and and and that way you'll know we get it.
[CUSTOMER][NEUTRAL] Yeah, so it's still saying process you didn't receive it.
[AGENT][NEUTRAL] We have not received it. Do you know if he mailed it or faxed it?
[CUSTOMER][NEUTRAL] He faxed it. I, I gave him the same number that I, he faxed.
[AGENT][NEUTRAL] That you use.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That I used to fax mine in and the same fax number that the doctor used to fax her paperwork in so I don't know.
[AGENT][NEUTRAL] That is crazy. I am so sorry we haven't received it yet.
[CUSTOMER][NEGATIVE] OK then I'm gonna have to uh give him a text to fax I mean to email to me then I'm just gonna have to go to a Staples and fax it myself like I said it's it's really hard to find where the faxes anymore nobody fax anymore.
[AGENT][NEUTRAL] It is, and I, and I tell you what, what, um, if you have a public library that's near you, you can fax it there as well, but I'll tell you what, Mr. [PII], if you will, after you fax it, wait about 30 minutes and call us to make sure we've received it. Sometimes it does take a little while for it to come through, but if you'll call us, you know, after you fax it, we can check it to make sure it's coming through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, because I know when I do staples they give you a confirmation number, uh, that it went through and, uh, that, that'll work fine. Yeah, I, I have to wait for him to come back on vacation. You don't come back to vacation until Sunday. So if I mail it, mail, if I fax it on Sunday, that, that, yeah, if I fax it on Sunday, that'll be fine, you know, just wait till Tuesday. Are you open Monday?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] We are actually off on Monday.
[CUSTOMER][POSITIVE] Good, you deserve it. I mean it's a holiday. I just want to, yeah, I, I will, I will check a call on Tuesday then to see if you received it because I, I'm gonna send it as soon as I get this paperwork.
[AGENT][POSITIVE] Thank you. Thank you.
[AGENT][POSITIVE] Yeah, and, and hopefully I'll get to you. If not, any of our representatives would be happy to help you.
[CUSTOMER][POSITIVE] OK, all right then thank you very much.
[AGENT][POSITIVE] Well, thank you for calling APL Mr. [PII]. It's been a pleasure to assist you again and I hope you continue to get better.
[CUSTOMER][POSITIVE] Thank you, thank you very much. Have a good weekend.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.