AccountId: 011433970860
ContactId: d2c8872c-346f-46cc-9a35-7e60fdfafc89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1311670 ms
Total Talk Time (AGENT): 345164 ms
Total Talk Time (CUSTOMER): 441688 ms
Interruptions: 15
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d2c8872c-346f-46cc-9a35-7e60fdfafc89_20250410T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I, I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, so, um, my name's [PII]. Um, I faxed, um, some information for my claim, uh, last Saturday and I got a confirmation. I was just gonna check on the status of processing my claim, and I have the claim number if you need it.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm, it's OK. Um, may I have a callback number just in case we get disconnected, Ms [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I don't have it with me. I didn't bring that with me, but I can give you my claim number and verify my name and date of birth.
[AGENT][NEUTRAL] OK. What's, what's the claim number?
[AGENT][NEUTRAL] Go ahead with the claim number.
[CUSTOMER][NEUTRAL] It's 355-038-0.
[AGENT][NEUTRAL] Thank you. One moment. Let me pull the image on that claim, OK? One moment.
[CUSTOMER][NEUTRAL] Alright thank you sorry I didn't bring all my paperwork with me.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm it's OK.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][NEUTRAL] And what's the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 34.
[AGENT][NEUTRAL] When did you send the additional information?
[CUSTOMER][NEUTRAL] I faxed it and I got a confirmation on Saturday because you guys were needing my admission time and discharge time in order to complete processing my claim.
[CUSTOMER][NEUTRAL] And I did get a confirmation that it went through. I faxed it to claim support at [PII].
[AGENT][NEUTRAL] 3164.
[AGENT][NEUTRAL] Um, bear with me just a second.
[CUSTOMER][NEUTRAL] That's where I was told to send it. I like I said, I faxed it Saturday.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Because Saturday was my day off and I received a confirmation that it went through.
[AGENT][NEUTRAL] OK, let me check and see what's that fax number, where is it going to? because um it's not the regular 11 moment.
[CUSTOMER][NEUTRAL] That's where I was told to fax it, so.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, um, bear with me just a minute, let me check with Tory and see where's that fax number going to. OK, one moment.
[CUSTOMER][NEUTRAL] OK, yeah, because I talked to, I talked to [PII] on [PII], and she said that that's where to fax it to under reference my claim number.
[AGENT][NEUTRAL] Yeah, I see that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Bear with me just a minute, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Miss [PII]. OK, we're trying to find what is the fax number because I'm, I'm not sure. I went ahead and asked her and she's trying to locate that, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I faxed, I faxed it. I told you the fax number I faxed it where I was told to claim support at [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and, and I got that information and I went ahead and sent that to [PII]. She's just trying to locate it.
[AGENT][NEUTRAL] Because I don't see it here and that's not the fax number we usually use, so I'm not really sure where it went.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's the one I, I, I specifically asked her on [PII] where to fax it to because I previously faxed my.
[CUSTOMER][NEUTRAL] Uh, UB and itemized bill to that number and she told me yes to still send it to that number. She didn't give me a different fax number, so I still send it there. That's what she told me to do.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I know it went through so.
[CUSTOMER][NEGATIVE] I mean, I've been sorry I'm not trying to be short, but I've been trying to get my claim paid for a long time. I've paid you guys a lot of premiums. I've been going back and forth. They, the medical records unit sent me uh two disks which you guys can't read disk because you work from home, so I already had to pay for those discs, so I had to take a day off just to go down to the hospital to get something that shows the admission time and discharge time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I work in claims myself for another company, so I, I'm just frustrated right now because I've spent a lot of money and I, and the hospital turned me over to collection so I ended up paying the hospital so I'm trying to get reimbursed.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, and I I do understand. I just, I, I don't see the information. That's why I'm trying to locate it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Let me look at the paperwork you sent previously and how we got done.
[CUSTOMER][NEGATIVE] Yeah you guys have all that, but, but the hospital didn't put my admin time or discharge time on the UB and they didn't put on the itemized bill. They only put it on the medical records and then like I said they sent me a disk which you guys can't read working from home which I get because I pay claims from home myself.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I had to take a day off and go down to the hospital to get the information to fax to you guys.
[AGENT][NEUTRAL] Yeah, and I understand. Yeah.
[CUSTOMER][NEUTRAL] But [PII] specifically told me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] To send it and just reference my claim number and so I faxed it Saturday and um I got the confirmation that it went through and so I was just following up today to see what status is.
[AGENT][NEUTRAL] So sounds like, let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean [PII] is the one that even gave me the claim number to reference when I faxed it over.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and I see the first fax, which yeah, it was sent to the.
[AGENT][NEUTRAL] I'm thinking since we don't have it in our system I'm thinking this is going directly to BWA.
[CUSTOMER][NEUTRAL] I thought it was him. No, well, I knew he was at the bar earlier.
[AGENT][NEUTRAL] Um, mm.
[AGENT][NEUTRAL] Looks like it was sent to Business workers of America.
[CUSTOMER][NEUTRAL] Well, do you guys wanna research it and give me a call back?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see. Let me see if you, OK, yeah, BWA. It went to BWA, so they will have to send it to us, attach your claim pocket or something to Business Workers of America.
[CUSTOMER][NEUTRAL] It went to where?
[CUSTOMER][NEUTRAL] To Business Network of America?
[AGENT][NEUTRAL] Business Workers of America Association, the association, um, that fax number, I'm looking at the paperwork you sent previously and that paperwork was routed from them to us.
[CUSTOMER][NEUTRAL] Well, that's where I was told to send it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can you get a hold of them and what what's the abbreviation for that company again? I could barely hear you.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] BWA.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So you can reach out to them and get it forwarded over to you guys that why wouldn't it Tory have given me another fax number? I mean, I went to UPS and had to pay down at fax. I've spent more money dealing with this than I should have.
[AGENT][NEUTRAL] Mm, I'll.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm sorry for that. I'm not sure why she didn't provide you the, the, the direct number to us. Um, I can probably get in touch with um BWA. I'm not sure if they're gonna answer this late today.
[AGENT][NEUTRAL] Um, and check and see if I.
[CUSTOMER][NEUTRAL] All right, well, can you get in touch with them and then get back with me like tomorrow?
[AGENT][NEUTRAL] Yeah, I can try to get them on the line tomorrow and see if they have it. Let me go ahead and make me a note.
[CUSTOMER][NEUTRAL] Well, I know they have it because the confirmation went through. I've got.
[CUSTOMER][NEUTRAL] I've got the confirmation email and everything that from UPS so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me have that confirmation just in case they ask for it.
[CUSTOMER][NEUTRAL] That's why why didn't because.
[CUSTOMER][NEUTRAL] You need the UPS confirmation number?
[AGENT][NEUTRAL] Yeah, just in case they ask for it. I'm not sure what they're gonna ask for.
[CUSTOMER][NEUTRAL] Well, let me, let me, let me go find it. Hold on, I gotta look at my email hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It just has the UPS store 4374 on it, but I've got the confirmation that went through, doesn't look like it has a confirmation number. Let me scroll down further hold on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] center.
[CUSTOMER][NEUTRAL] Yeah it doesn't give me, uh, it just shows a confirmation that it went through to that number.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it's not OK. Yeah, and I'm looking at the.
[CUSTOMER][NEGATIVE] Yeah, that, that kind of really upsets me that she didn't give me another fax number to send it to. She just told me to reference my claim number and said, yeah, just go ahead and send it to claims support at the number where I sent my claims before, so.
[AGENT][NEUTRAL] Uh, and yeah, I'm sorry.
[CUSTOMER][POSITIVE] Yeah, if you, if you can reach out to them and get back to me tomorrow, I'd appreciate it.
[AGENT][NEUTRAL] OK, um, let me write this down, um.
[AGENT][NEUTRAL] And let me have that time of day if you can see that.
[CUSTOMER][NEUTRAL] The time I faxed it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've even got my receipt from when I paid them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Sorry, I can barely read my receipt because I don't have my glasses.
[CUSTOMER][NEUTRAL] Looks like 3:53 on [PII] and let me see what the confirmation shows hold on.
[AGENT][NEUTRAL] 38.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well it doesn't show me the time that the confirmation went through I guess I could call UPS but that's ridiculous. I shouldn't have to do that if she would have given me another fax number to send it to, that would have been great and like I said, I, I've had to pay for medical records and then I even asked her and she goes, no, just send it there so she didn't give me any other fax number to send it to.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I'm gonna go ahead, it's, it's fine.
[CUSTOMER][NEGATIVE] I'm sorry, I'm just frustrated. I've spent money. This has been over a year now.
[AGENT][NEUTRAL] I understand. Yeah, and
[CUSTOMER][NEUTRAL] Since I was in the hospital I'm trying to get this taken care of.
[AGENT][POSITIVE] And I'm, I'm gonna try to help you as best as I can. No.
[CUSTOMER][NEGATIVE] And then when you have to pay out of your own pocket, I had to take money out of my retirement plan to pay the hospital because they turned me to collection.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Oh wow, yeah.
[AGENT][NEUTRAL] Um, yeah, so I'm gonna go ahead and call them tomorrow because I'm pretty sure they're not gonna be open because this is a company, um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, so, uh, I do have.
[CUSTOMER][NEUTRAL] And then will you call me and let me know?
[AGENT][NEUTRAL] Um, yeah, I do have the number. Yes, um, I do have your number [PII], and I have their number. Um, I can also give you this just for your records. um, I, I'm still gonna call and check, but um if you need their number as well.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, what's their number? I'll document it.
[AGENT][NEUTRAL] OK, yes, and this is the where you send it to, which is claim support and it's [PII] option 4.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, but you'll check with them and get back and see if they can forward it over to you.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah, I'll go ahead and call tomorrow and check and see if they can find it with the information I have, um, just in case if I call you back because we need more information, you probably will have to call the UPS store, but hopefully we can find it with the information you provided to me, OK?
[CUSTOMER][POSITIVE] Uh, I'd appreciate that.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Yeah, well, see, it would have been nice if she would have given me if I needed to fax it somewhere else that she would have let me know that so please reach out to them and call me back tomorrow.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, yeah, we had a, yeah, yeah.
[AGENT][NEUTRAL] I will, I will. Yes, I went ahead and notate the account and I went ahead and uh put me a note in uh in my paperwork so I can call you back tomorrow and check on it, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Alright, alright, mhm. Oh well, that's it for now.
[AGENT][POSITIVE] Oh, OK. Well, I do apologize for the inconvenience. You have a good afternoon.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.