AccountId: 011433970860
ContactId: a8d51f1e-d4ee-450f-8502-ccdbdd511175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173660 ms
Total Talk Time (AGENT): 112034 ms
Total Talk Time (CUSTOMER): 48408 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a8d51f1e-d4ee-450f-8502-ccdbdd511175_20250520T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey again, this is [PII] on the care team and I have a member on the line that she wanted to see if we received a fax. um, are y'all able to see that because I don't know where to look.
[AGENT][NEUTRAL] Um, we are, it's a very manual process though, um, so it takes some time, um, does she know who it should be coming from, like, was it coming from her or was it coming from a provider?
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Oh, can you hear me? Sorry.
[AGENT][POSITIVE] Yes, I can now
[CUSTOMER][NEUTRAL] I, I don't know, it hit me by accident. OK, um, she said that she spoke with someone. I was trying to check the notes, uh.
[CUSTOMER][NEUTRAL] No, I don't have any notes in here, uh, to, to call back and check and see if we received it, so I didn't know if, if you were able to check or not. I can tell her there's not a way for us to check, um, but I have so many that but.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, what's the policy number? because we got something in the claims help chat earlier. I just wanna see if that's what [PII] sent over.
[CUSTOMER][NEUTRAL] OK, that's 2361481.
[AGENT][NEUTRAL] No, that was not the one that [PII] sent.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So what we're asking is that
[AGENT][NEUTRAL] We ask that they allow a call back because it's a manual process and we'll have to go through the faxes that have been received and are in indexing manually um so it takes we just need time to research it basically um so what we need if possible is the fax number it should be possibly coming from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The name of the provider and their contact information and about what day and time it was sent if they know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that just kind of allows us and then what we're requesting is a is like a um hub request be submitted yeah so that we can get that researched because like I said I can go through it but it would take me the rest of the day and I still wouldn't get through everything that was received likely especially if it was recent because sometimes it takes 24 to 48 hours to even get everything indexed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it, it just takes time so if she will allow a call back I don't know who she spoke to before and especially if you don't have any notes, um, but that's the information we need and we'll need a hub request and and some sufficient time and somebody will give her a call back as soon as it's been fully reviewed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I'll let her know thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] All right, bye.