AccountId: 011433970860
ContactId: bebb438c-ad7a-405f-9daf-b60eae87a74d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255380 ms
Total Talk Time (AGENT): 77523 ms
Total Talk Time (CUSTOMER): 82024 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/bebb438c-ad7a-405f-9daf-b60eae87a74d_20250528T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and I was calling to see um.
[CUSTOMER][NEUTRAL] Have my papers received yet because I, I resend it on yesterday. Um, I did a claim for a mammogram.
[AGENT][NEUTRAL] OK, I can definitely check and see if the documents are here for you. And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see where it is. Can you hold on for a minute.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I it's 022.
[CUSTOMER][NEUTRAL] 49039.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 5761 um my address you said [PII] and you said my email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is it alright if I place you on just a brief hold while I take a look at the documents?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. Um, so I'm not showing anything here. What fax number did you send it to?
[CUSTOMER][NEUTRAL] Um, well, she, the girls send it to the [PII].
[AGENT][NEUTRAL] Yes, that's the correct fax number. Um, did you all get a confirmation that it sent successfully?
[CUSTOMER][NEUTRAL] Well, I told her, she said she was gonna let me know, but I might try to go and resend it cause hopefully she did it right.
[AGENT][NEUTRAL] Yes, if she
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Because we don't have it yet, but um you if if you can also mail it or you can um upload it online as well.
[CUSTOMER][NEUTRAL] Well yeah, I have wanted to fax it because I don't, I don't know how to email it like that and um you know I had wanted to fax it so I could go and let her refax it again hopefully I don't know, she, she didn't reach for the confirmation number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I mean I'll just have to do it again.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it, but um since you didn't get it, I'll, I'll try to do it again. I'll resend it.
[AGENT][NEUTRAL] OK, and I'm gonna go ahead and note the the policy, so they'll know that you're trying to send it in, um, so just so we'll have a record that you're calling.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.