AccountId: 011433970860
ContactId: c9bd7c51-613d-4a13-8be4-ec1b76ca5f12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131399 ms
Total Talk Time (AGENT): 68301 ms
Total Talk Time (CUSTOMER): 68138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c9bd7c51-613d-4a13-8be4-ec1b76ca5f12_20250114T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] [PII], good afternoon again. This is that guy, [PII]. I have a question for you. If I get the paperwork, can I email it to you or does it have to be faxed?
[AGENT][NEUTRAL] It have to be faxed, upload or mail. You can't uh anything to the adjuster. You can't send anything to the adjuster, a claim. You cannot claim send a claim to the adjuster.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, and my question is to you because they're not very bright at the post office. He may have sent all 8 he may have faxed all 8 pages, and I told him he only had to fax the back page that they had to fill out number 8. Is that a possibility that they got all 8 pages and if the 1st 7 were empty?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Even if we got even if we got our pages long of information on there, they have to put a claim, they have to set it up in the system with a claim number.
[CUSTOMER][NEUTRAL] Who does?
[AGENT][NEUTRAL] The people that sets up the claims, when we get factors in, we got representatives set up, uh-huh. It doesn't come directly to the adjuster. So whatever claims they get, they have to get a male number put on it. So as long as he had your name and your information on there, it would have got set up in the system.
[CUSTOMER][NEUTRAL] Oh, I see what you mean. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Oh, cause I just got off the phone with him. He's on vacation, and he said he sent it on Friday and Saturday, the same fax number that I used to fax the other 7 pages. I don't understand.
[AGENT][NEUTRAL] Well, like I say, as of today, it's not here. The only thing we have on file is uh what I just told you that came in on the night and it was your paperwork.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] OK, alright then I have to wait till Monday because you don't come back from vacation until Monday. Um, alright then we'll, we'll, uh, I can't do anything till then. um, OK, I'm just gonna get the paperwork off him and, and have the fax it myself.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And then if they come in before then, we'll, I mean if it's some way to get in before then, then we'll work the claim as we get to but as of today I do not see anything new for what you submitted, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yep, yep, yep, yeah, this is just frustrating. That's all I, uh, OK, thank you very much. Have a good night.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, you too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.