AccountId: 011433970860
ContactId: d1dcea81-b527-46a2-9786-9939c0f90e16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226279 ms
Total Talk Time (AGENT): 132329 ms
Total Talk Time (CUSTOMER): 104164 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d1dcea81-b527-46a2-9786-9939c0f90e16_20250108T16:31_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][POSITIVE] [PII], good morning again. This is [PII] giving you a call back. I have a question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, I just got off the phone with my supervisor. He said, uh, if possible, I don't know if you can do this. Um, if you could email him the page that needs to be filled out, he, you email to him, he'll fill it out and fax it back to you. Is that possible?
[AGENT][NEUTRAL] Yeah, that's, that's possible. Now let me tell you this, we won't be able to separate the claim form. I just have him on there know what page he has to fill out because we cannot separate the claim form.
[AGENT][NEUTRAL] Yeah. So, uh, yeah, that's what we'll do. Uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, so then what can I do here because he's, he, I, I, he don't, I'm, you're only gonna, uh, you're only gonna send the one page correct that.
[AGENT][NEGATIVE] No, I can't send the one page. We got to send the whole claim form with the whole 8 pages, but he can only, he only needs to complete page 8 of 8, the policyholder statement, and I will have that information on that, uh, email. Let him know he only needs to fill out the policy holder's statement, uh huh, page 8 of 8. And what, what is the email address?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The last page.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK, I'll spell it out to you. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], did I say that too fast?
[AGENT][NEUTRAL] No, let me read it back to you. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is absolutely correct, yep.
[AGENT][NEUTRAL] OK, I'll email it to him now and uh I will get that information what we're needing and uh then you can check with him, make sure he got it. I'll make sure our fax numbers on there for him to fax it back to us.
[CUSTOMER][POSITIVE] Yeah, I'm, I'm, yeah, I really appreciate him doing this, and I really appreciate you going out of the way for me. Um, yeah, that he said he will fax it back to you soon when he gets some moment because he's at work and he probably won't be able to fill that rate that second, but as he said he'd do it within the next hour if he gets the paperwork and I'm like that's fantastic. And then tomorrow I will, um, fill out the the pages that you want filled out and sign them and have somebody go fax that in for me. Would that be OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's fine. I hope you get, we just need both pages, but I, I will, uh, I will get this sent to him and then you get what you need sent to us, and once they get in the system, we'll go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And and that's all that's all the information you need. Like I said, I haven't got paid since the [PII] and this is killing me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, well, yeah, that's all I need as of right now. Now there's never get any guaranteed on the phone, but I need that paperwork to continue reviewing your client, OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] That's no problem. Yes, that is no problem. I need to get, I don't wanna end up in bankruptcy court.
[AGENT][NEUTRAL] I know, OK, OK, well, I'll work with you is, you know, you get the information in and yeah, and I'm gonna put my, uh, a little note on my thing to be looking out for your claim, yours and his to be coming in so I can just have it on my desk and I'll check, uh, you know, tomorrow to see if we got anything and I'll check the next day just to make sure, do we have anything so we can uh see can we get you taken care of, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] As best as you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, Ms. [PII]. I really appreciate that. Thank you.
[AGENT][POSITIVE] You, you're welcome. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Do you want me to