AccountId: 011433970860
ContactId: 8f84007a-5668-405f-82c9-53ee6c725713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793760 ms
Total Talk Time (AGENT): 331569 ms
Total Talk Time (CUSTOMER): 298475 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8f84007a-5668-405f-82c9-53ee6c725713_20250203T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII], and I'm calling for [PII].
[CUSTOMER][NEUTRAL] Uh, I was wondering, I didn't get the third party form that
[CUSTOMER][NEUTRAL] On her policy I had sent in an email. Could you tell me if you got that email?
[AGENT][NEUTRAL] Um, I can see if I can take a look, and I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh, and I'm calling for [PII].
[AGENT][NEUTRAL] And can I get your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Mm, I've lost it. I've lost my paper that I had that on it. Hold on just a second.
[AGENT][NEUTRAL] I can see if I can pull it up by her name. Give me one second.
[AGENT][NEUTRAL] And the last name is spelled [PII], I'm sorry, [PII]
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEGATIVE] That makes me so mad. I had it right here.
[AGENT][NEUTRAL] Can I get her date of birth?
[CUSTOMER][NEUTRAL] And her son is coming. [PII].
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I have the policy number and here it is.
[AGENT][NEUTRAL] I was able to find the policy number, um, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did somebody provide you an email to send over to when you called the last time, or?
[CUSTOMER][NEUTRAL] Um, she told me to, she give me an email address and told me to email the gift certificate.
[CUSTOMER][NEUTRAL] And ask for a third party authorization form.
[AGENT][NEUTRAL] And who, when you spoke, I mean, when you call, who did you speak to that gave you that email address?
[CUSTOMER][NEUTRAL] Oh, I don't know who she was.
[CUSTOMER][NEUTRAL] I don't think she told me.
[AGENT][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] Well, she probably did when you first answered.
[AGENT][NEUTRAL] OK, because we don't, um, because I'm not sure, uh, because I'm looking at notes and, hold on one second.
[AGENT][NEUTRAL] And when did you email this information over?
[CUSTOMER][NEUTRAL] Friday.
[AGENT][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] And she told me if I got the email to her Friday, they could take care of all this, get all this taken care of her so.
[AGENT][NEUTRAL] OK, give me 1 2nd, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] We all in a meeting.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the cancer team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good [PII] how are you doing?
[AGENT][NEUTRAL] I'm doing OK I guess for Monday.
[AGENT][NEUTRAL] OK, I have a question. Um, there, somebody had called on Friday and they spoke to
[AGENT][NEUTRAL] Is it [PII]? It's [PII]? Well, in the car, and um she gave her the person calling the email address to send over some documents.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have a way of checking to see if because I can't check. I mean, because we don't have access to an email, but it was sent to the care team's email um but I don't see any documents uploaded in the system, so I don't know how that works.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so let me get it right.
[CUSTOMER][NEUTRAL] [PII] sent a request by email to have documents sent to an insured, is that correct?
[AGENT][NEUTRAL] No, so an insurance representative called and [PII] gave her an email to send over documents.
[AGENT][NEUTRAL] So, I mean, let me rewind. So [PII] told the rep, because the, the member passed away in [PII], and I guess we never received the, the death certificate or a third party authorization. So the sister was calling to see if we received the email Friday that she sent to that email that [PII] gave her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can't see anything, so I don't know if it's, if, if you received it and just haven't uploaded or I don't know how that works. I'm just trying to find out so I know what to tell her.
[CUSTOMER][NEUTRAL] That would be um customer service.
[AGENT][NEUTRAL] OK, so when it's sent to the care email address, it goes to customer service?
[CUSTOMER][NEUTRAL] I'm in the care team now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, we send it to the care team and we have a team that works emails and they distribute the emails where they're supposed to go to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I would check customer service and see if they um if anybody has anything in their work flow that they're working on.
[CUSTOMER][NEUTRAL] And it just hasn't been uploaded to Onase yet.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I thought I'd check it like and thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK. You're welcome, [PII]. Thanks. You have a good day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You have a good day.
[AGENT][NEUTRAL] Uh huh bye.
[AGENT][NEUTRAL] I'm still checking, ma'am. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Hello, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the claims department. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing OK. Um, so I have a question. I have, uh, I guess a third party rep. She called on Friday and spoke to someone on the care team, and the care team gave her, gave her an email address to email over a death certificate in third party form, and I'm trying to find out.
[CUSTOMER][NEUTRAL] Which you have
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it was received Friday because I can't see the documents uploaded yet in on base.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 459.
[AGENT][NEUTRAL] 140.
[AGENT][NEUTRAL] I'm not sure if it would be uploaded to them because she has two policies, um.
[CUSTOMER][NEUTRAL] She called Friday and so.
[CUSTOMER][NEUTRAL] To somebody, no, that was Thursday. Let's see if it's out here somewhere.
[CUSTOMER][NEUTRAL] She said she had them and email it to the care team.
[AGENT][NEUTRAL] And so I just call the care team because it says the care team email address but.
[AGENT][NEUTRAL] I was told the emails go to customer service so that's um.
[CUSTOMER][NEUTRAL] No, they go to the care team and then they get put through the hub. [PII] help us.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't even know if I can go to the hub and see I I I.
[CUSTOMER][POSITIVE] I, I got it, girl, don't worry about it my check.
[AGENT][POSITIVE] Oh, OK. Thank you.
[CUSTOMER][POSITIVE] Oh well, it helps. I forget that we're not supposed to put the number. We put the zeros when we go in on base, so I'm always trying to put the zeros and everything I do.
[CUSTOMER][NEGATIVE] It's just not rolling again.
[CUSTOMER][NEUTRAL] Wait a minute, what's that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And see, the thing is if they sent it Friday, I probably shouldn't be saying this out loud, but.
[CUSTOMER][NEUTRAL] They are day behind when we get the email.
[AGENT][NEUTRAL] So is it just like sending the fax it takes 24 to 40 hours to be able to see it?
[CUSTOMER][NEUTRAL] Yeah and I guess I wanna say it to the day because like they'll get an email and depending on what time of day it is, we may not get it until Monday.
[AGENT][NEUTRAL] OK, yeah, I just wanted to confirm I mean before I mean, so I know what to tell him, but that's fine. I'll just go and tell her she would have to uh.
[CUSTOMER][NEUTRAL] It's not in the hub and I don't see anything. Wait a minute, there is something out here that was on [PII], [PII]. Let me see if she.
[AGENT][NEUTRAL] Now I looked at that that's the correspondence that I see. I can see that in on base, but it's not that um.
[CUSTOMER][NEUTRAL] It looks like she faxed that to American Fidelity.
[AGENT][NEUTRAL] Yeah, this is, this is just the um electronic funds transfer that came out on the [PII].
[CUSTOMER][NEUTRAL] Yeah, but make sure she emailed it and maybe just suggest that she emails it again if we have, if we get it twice, we get it twice, but I don't see a hub ticket created for it. I don't see anything in image for it and there's no notation. Now, I am showing that she did call last Thursday about the same thing. No, Friday, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I looked, I saw the notes and that's why I was, um, let me, let me find out, so yeah, I'll just go ahead and tell [PII] [PII]'s email it again, but I mean just allow um 24 to 40 hours, um.
[CUSTOMER][NEUTRAL] Yeah, and that that's just to be safe and just let her know that generally when we do get it 2 to 3 business days for processing so uh give us a little time. I don't see any of it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. Let me know if you need anything else, and you have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, Ms [PII], thank you for holding. So, um, I'm not able to see it, um, however, when documents are sent over to us, um, you would have to allow 2 to 3 business days for us to, um, see, I mean, get to it and actually upload it. Um, but to be on the safe side, if you want to email it again.
[AGENT][NEUTRAL] Um, so that way we'll make sure that we have well like I said, I can't see it yet because they're probably still processing us and they normally get a lot of emails and faxes, um, and we work them by, um, the date and time that we receive them.
[CUSTOMER][NEUTRAL] OK, well this is the email address she gave me.
[AGENT][NEUTRAL] Yes, I understand. Like I said, I just can't see it. I mean, since that was just Friday, um, they work emails basically when they're received, so I mean, it just, we just have to allow 2 to 3 business days before we can see and that has to do with any, any emails, faxes or anything that comes in the mail, that's just the time frame that um we have to give in order to be able to go through all the ones that because we receive a lot of documents. And so I mean if you wanna give it at least until Wednesday.
[CUSTOMER][NEUTRAL] was
[AGENT][NEUTRAL] Well, at least Thursday and call back then, but like I said, if you wanna send it again just to be on the safe side, um, and I mean, it doesn't hurt to have extra um documents.
[CUSTOMER][NEUTRAL] Well, I, yeah, I understand what you're saying. Why did she tell me that if I emailed it Friday that they could get everything taken care of?
[AGENT][NEUTRAL] That I mean, I apo I'm not really sure. I mean, because when only one happen is when it's sent through email, um, there's a, there's a team that works on the emails and then once they work on the emails, they upload the documents to the policy and then once it's upload to the policy, it goes to the correct team to go ahead and process that information. So there's a, there's a time span.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I understand. Well, can I, can you check and make sure that I have the right email address?
[AGENT][NEUTRAL] Yes ma'am, what is the email that you have?
[CUSTOMER][NEUTRAL] Care team at [PII].
[AGENT][NEUTRAL] Yes, ma'am, that is the email address.
[CUSTOMER][NEUTRAL] OK, OK, so we need to wait till at least Wednesday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] No problem, Miss [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, I just needed to get this settled for her. She needs, she's needing it for medical. She's very sick. And um
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] So we was needing to get this taken care of.
[AGENT][POSITIVE] Alright, no problem. Well, thanks. Alright, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] That's how
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.