AccountId: 011433970860
ContactId: c3873e20-d15d-41cd-901d-41a196ecf415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279059 ms
Total Talk Time (AGENT): 91247 ms
Total Talk Time (CUSTOMER): 90860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c3873e20-d15d-41cd-901d-41a196ecf415_20250429T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm OK thanks.
[CUSTOMER][NEUTRAL] I'm calling to verify like, you know, an account that I have there. I have the account number but it was missing some, something, so I just wanna make sure you guys receive it.
[AGENT][NEUTRAL] OK. Do you have your policy number or certificate number?
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 244782
[AGENT][NEUTRAL] OK. And can I have your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And do you have a good callback number, um, Mr. [PII], just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then just need two more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Um, is that like the one at the job or which one do you want? Because I have two of them.
[AGENT][NEUTRAL] Uh, it looks, looks like a work email.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And we're checking on a claim today, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, it looks like we needed the employees portion completed on the form. Have you submitted that to us?
[CUSTOMER][NEUTRAL] Yeah, that's the reason why I'm calling to see if you guys receive it.
[AGENT][NEUTRAL] When did you send that?
[CUSTOMER][NEUTRAL] I think uh last week, the middle of the week sometime.
[AGENT][NEUTRAL] Did you fast that or mail it?
[CUSTOMER][POSITIVE] Uh, I think the job's 5 for you guys.
[AGENT][NEUTRAL] Faxed it, OK.
[AGENT][NEUTRAL] Let me see. I don't show anything. Let me pull up another spot to look. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I, I don't see that we've received anything. Can, did you say your employer sent it to us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, you might check with them and see if they can send it again. I don't, I don't have anything. I just have the original submission.
[AGENT][NEUTRAL] Um, that you had sent.
[AGENT][NEGATIVE] But I don't, I haven't received anything else.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] You want me to email you the form and then you can complete it and send it back to us?
[AGENT][NEUTRAL] Do you have access to a fax machine or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't have a fax machine.
[CUSTOMER][NEUTRAL] But I did complete that and I sent it to them and then so I can double check with them to see like you know.
[CUSTOMER][NEUTRAL] If they forgot or because it was supposed to be submitted last week.
[AGENT][NEUTRAL] OK, yeah, I would double check with them because I don't show that we've received anything so see if they can resend that to us and fax that again so we can get that in processing.
[CUSTOMER][NEUTRAL] Alright, let me call them and then see what's going on.
[AGENT][NEUTRAL] OK. Can I help with anything else?
[CUSTOMER][NEUTRAL] I think that should be it because that's the only thing missing, so besides that, so you guys can't do anything without it, right?
[AGENT][NEUTRAL] Yeah, we have to have the doctor's statement and then the um employee uh your statement, um, so.
[CUSTOMER][NEUTRAL] Yeah, my statement is the only piece missing, right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Yeah, yeah, OK, let me call them to see what's up because I saw made it to them, so I, I, I'll call back. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.