AccountId: 011433970860
ContactId: c7a87386-f1ed-446f-b79a-f4537216460c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303609 ms
Total Talk Time (AGENT): 151220 ms
Total Talk Time (CUSTOMER): 159383 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c7a87386-f1ed-446f-b79a-f4537216460c_20250106T17:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII]. How are you today?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Um, I am calling about my claim number. It is 002406943.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Alright, give me one second to pull it up.
[AGENT][NEUTRAL] All right. I have it up. Can you give me your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, my home number is [PII].
[AGENT][NEUTRAL] All right, and just verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] All right. And what about your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that information. How can I help you today?
[CUSTOMER][NEUTRAL] That thing, um, my husband [PII] and myself, we have, um, faxed you the paperwork multiple times, and [PII], do you wanna get on the phone too?
[CUSTOMER][NEUTRAL] I'm here. Hi [PII].
[AGENT][NEUTRAL] Hello, how are you doing?
[CUSTOMER][NEUTRAL] Good enough. We're just following up just and we don't mean to be a bother, but we have not heard from you or [PII] about.
[AGENT][NEUTRAL] OK, now I, I've been emailing Gen cause Gene uh emailed us about that and when I last time I spoke with you all, y'all supposed to have been faxing that over to our office, but as of today, we still have not gotten it. The last email I applied to Gene was on [PII]. So maybe y'all need to send it to Gene and let Gen send it to our office, but our fax number, I can give you our fax number to verify.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] We did send it to Gene, but we'll send it again, [PII]. Uh, it looks like because when we send it to your fax number, you, you know, it said it went through but there's problems there and we talked to [PII] and she said, we'll send it to her, so we faxed it to her and we haven't heard from, you know, we're just trying to follow the breadcrumb trails if you know what I'm saying to get to the bottom of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Well, as of today, we do not have a new claim on file. And when I spoke with you all, yeah, yeah.
[CUSTOMER][NEUTRAL] Well, we, we were supposed to.
[CUSTOMER][NEUTRAL] We were supposed to send you pages 5 and 6.
[AGENT][NEGATIVE] Uh, uh, yeah, you're supposed to been sending me the doctor paperwork, the form with the, uh-huh, that's correct. And as of today, we have not gotten it that's, and the last time I spoke with y'all was on uh the [PII]. Uh, no, that was, no, that one I spoke, I spoke with y'all on 124 and 124 that y'all supposed to be getting that provider uh paperwork to me. That's correct.
[CUSTOMER][NEUTRAL] Is that correct? What the doctors?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, can we have your fax number where we can send this to we sent it to claims and said.
[AGENT][NEUTRAL] That I don't have, I don't have a fax number. I work in claims and that is our fax number 877. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, what, where it went, where it went to was claims with attention, your name, OK.
[AGENT][NEUTRAL] But as of today, they have, we have nothing to do in the system since I spoke with y'all on 124.
[CUSTOMER][NEUTRAL] All right, can I have the fax number for claims again and for Gene please?
[AGENT][NEUTRAL] I don't know [PII]'s fax number. That would be something y'all would have to contact her and get that information from her. I only have her phone number.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, let's try claims again please.
[AGENT][NEUTRAL] OK, our fax number for claims is 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, we will resend this to her and we'll contact Gene, OK?
[AGENT][NEUTRAL] OK, all right. That's our claims. Do you need [PII]'s phone number?
[CUSTOMER][NEUTRAL] Mo, do you have jeans? I have [PII].
[AGENT][POSITIVE] That's what we have for June. That's correct. All right.
[CUSTOMER][POSITIVE] Yes. We'll try it and keep going. Thank you.
[AGENT][POSITIVE] All right. Anything else I can help you with you all today?
[CUSTOMER][NEGATIVE] I just hope the fax works because every time I, the first time I try to fax it it never picks up and the second time it says it went through to this particular claims number so we'll keep.
[AGENT][NEUTRAL] OK, well, as of today, I haven't heard anybody say that we're having trouble with faxes and we continue to get claims every day in our office, so yeah.
[CUSTOMER][NEUTRAL] All right, well we will keep trying until we get it done, ma'am, no.
[AGENT][NEUTRAL] All right, and you can, like I say, contact [PII] again and see that she fax it over, but it, that is our correct fax number. OK.
[CUSTOMER][NEUTRAL] Alright, we will try, OK, Mom.
[AGENT][POSITIVE] All right, thank you. Y'all have a great day and thank you for calling American Public Life. Bye bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Let's try Gan.