AccountId: 011433970860
ContactId: 8c97aae2-8319-407b-ba56-cfb6930cda73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430480 ms
Total Talk Time (AGENT): 121593 ms
Total Talk Time (CUSTOMER): 151369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8c97aae2-8319-407b-ba56-cfb6930cda73_20250625T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I want to ask about my claim. There's a claim for me and my husband.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah. It's 243.
[CUSTOMER][NEUTRAL] 664-7.
[AGENT][NEUTRAL] And if I can get your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your first and last name again?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] Let me read back this policy number. I copied down 02.
[AGENT][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] No, no, 2 without 0.
[CUSTOMER][NEUTRAL] No 0, ma'am.
[AGENT][NEUTRAL] 2436647
[CUSTOMER][NEUTRAL] 46.
[AGENT][NEUTRAL] It ends with 46.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Maybe it's in my husband's name because the claim is for both of us.
[AGENT][NEUTRAL] And what would be the email that we should have on file?
[CUSTOMER][NEUTRAL] The email, it's uh my husband's email, I think it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a claim number specifically or a date of service?
[CUSTOMER][NEUTRAL] What you mean, ma'am, uh, I asked for my policy more than one time and they, uh, uh, want me to
[CUSTOMER][NEUTRAL] Send you an itemized bill with ICD change. I, I ordered them and they send it to me and I faxed it for you more than one time. Last time, I faxed it to you yesterday. Yesterday or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want to make sure you receive the fax, the fax.
[AGENT][NEUTRAL] What's the number that you've sent it to?
[CUSTOMER][NEUTRAL] Uh, your fax number is, where is it?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] Correct. OK. And you got a success when you sent the fax, correct?
[CUSTOMER][POSITIVE] Yeah, I have a successful.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And they told me that it's automatically go to the file, the fax. I don't know.
[AGENT][NEUTRAL] Just, just, uh, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We had had some delays as far as uploading information. Um, I'm not seeing that anything is showing as of right now on our side. That doesn't mean that it wasn't received, um, but you could resend it if you wanted to. Do you have access to the internet? Well, you can't do the internet. Never mind.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, ma'am, but this is not the first time I sent them.
[CUSTOMER][NEGATIVE] And it's not free. I go to the shop and send them. I don't have a fax.
[CUSTOMER][NEUTRAL] I have the money for sending them, and I want to email it for you.
[CUSTOMER][NEUTRAL] To me.
[AGENT][NEUTRAL] You can put it in just the regular postal mail. We can't unfortunately accept documents via email because it's not secure.
[CUSTOMER][NEUTRAL] mail. I will mail it.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] I have your address and I will send it by mail, yeah, but uh the fax is uh should be more fast, yeah.
[AGENT][MIXED] It is faster. Like I said, we're unfortunately behind on uploading documentation, so um there has been a delay on that.
[AGENT][NEGATIVE] Um, it's taking a little longer than normal.
[CUSTOMER][NEUTRAL] In 3 days. I don't know.
[AGENT][NEUTRAL] Um, so, but you can put it in the mail just to be sure that you, you know, that it got to us, um, as well, that's not a problem.
[CUSTOMER][NEUTRAL] Ma'am, do you know you have the date uh that we send the claim it's from last year.
[CUSTOMER][NEUTRAL] From November last year.
[CUSTOMER][NEGATIVE] And nothing happened each time I call.
[CUSTOMER][NEGATIVE] They told me they need more documents. They need more stuff. They need more, I don't know what.
[AGENT][NEUTRAL] I mean you could always, you could have, yeah, I mean, originally the the provider could have.
[CUSTOMER][NEGATIVE] I want the problem to be solved.
[AGENT][NEUTRAL] Provided they could have submitted it on your behalf.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you know, um.
[AGENT][NEUTRAL] What other information did you need from me?
[CUSTOMER][NEUTRAL] Just I want to make sure that you received the documents that uh I sent. That's it.
[CUSTOMER][NEUTRAL] If you told me you didn't receive them, what shall I do?
[AGENT][NEUTRAL] You would just have to resubmit them.
[CUSTOMER][NEGATIVE] I can't this time.
[CUSTOMER][NEUTRAL] I will, I will send them by mail.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] This is the last chance. I don't know what to do after that.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] If the fact if you didn't receive the fax.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Take care.