AccountId: 011433970860
ContactId: c795252c-d98d-40af-8b5c-d52e5c585640
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242000 ms
Total Talk Time (AGENT): 80581 ms
Total Talk Time (CUSTOMER): 150123 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c795252c-d98d-40af-8b5c-d52e5c585640_20250506T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Well, you know, it's a Tuesday, right? Not a, not a very exciting time of the week, but, uh.
[AGENT][NEUTRAL] True that.
[CUSTOMER][NEUTRAL] We got to get through it's a hump day. Once we get to hump day, we're looking downhill.
[AGENT][NEUTRAL] Cooking with Crisco.
[CUSTOMER][NEUTRAL] Yeah, I, I, I sent a fax, yeah, absolutely, I sent a, I had to resend a fax to you guys. I did it this morning. I just wanted to make sure you got it. I mean, it, it might be too soon, but I just thought I'd check now while I was kind of, uh, waiting around for some things.
[AGENT][NEUTRAL] Yeah, we can check your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do finally I got it right this time. 253 6.
[CUSTOMER][NEUTRAL] 896.
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] And then if I could get your first and last name and date of birth.
[CUSTOMER][NEUTRAL] Uh, mine is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then last piece of verification is just your mailing address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Alright, was the information submitted on a claim for you or somebody else on the plan?
[CUSTOMER][NEGATIVE] It, uh, it's for my, it's my wife's, uh, policy, uh, her bill that we're working on with uh Providence, yeah, and the cover letter has the policy number and the UBO4 form as well as explanation of charges as well and as well as another bill that I submitted to you guys but I don't think it made it the first time they're working on we're working on a big one for 13 and there's another one for 1400 and some change that I added as like the 4th page, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we can address that one too, but uh obviously the bigger one's more important so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't see anything yet that's been uploaded into our system, but if it was just sent today, it may take a moment to show the upload.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, literally a couple hours ago. I mean, not even that long, so I, I was kind of wondering the same thing because I figured it might take a couple, maybe even a couple days before it shows up, but.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, because the only way we can.
[CUSTOMER][NEUTRAL] I did send it and this time I put the policy number. Yeah.
[AGENT][NEUTRAL] Oh OK I was gonna say the only way we can generally see it pretty instantaneously if it's done through like the online service center then we can see it.
[CUSTOMER][NEUTRAL] OK, yeah, no, they told me to fax it, you know, because the, uh, these items she said you can't we don't take emails so like, OK.
[AGENT][NEUTRAL] No, that's, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, totally fine. So yeah, I would just give it.
[CUSTOMER][NEUTRAL] Yeah, because I did fax it last week, yeah.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK. No, I did fax it last week, but when I called the other day to check up on it, or, you know, yesterday I called, she said it's not in the system, and I realized when I looked at the cover sheet I, I didn't put the policy number, so I'm figuring it probably just got lost, right? I mean without a policy number there's like.
[CUSTOMER][NEUTRAL] What do we do with this? I mean.
[AGENT][NEUTRAL] Right, right. Yeah, they wouldn't know where to put it exactly. So yeah, that's correct. And you verified the fax number and everything?
[CUSTOMER][NEGATIVE] OK. Now, that was my bad.
[CUSTOMER][NEUTRAL] Yeah I did yeah I yeah I did. Yes, she gave me [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] Yeah, and I was like, oh, what do you mean you don't have it? And I looked at the cover I'm like, oh, I think I know why you don't have it. It's like crap. You have to put the, you know, the policy number on there. It's like it's like not having an address on mail, you know what I mean? It's like, oh crap, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, wouldn't know where to go, yeah.
[CUSTOMER][NEUTRAL] She was sitting in a trash can somewhere for shredding, but oh well.
[AGENT][NEUTRAL] Was there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] OK, uh, no, no, ma'am, I'm good. I'll, I'll call back in a, I'll wait another day or so and call in and check it out.
[AGENT][POSITIVE] All right, sounds good thanks for calling APL.
[CUSTOMER][POSITIVE] Alright man thank you you sir have a good rest of your day.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.