AccountId: 011433970860
ContactId: d42b74d3-ad35-4039-8e9a-9f5117b81577
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 883239 ms
Total Talk Time (AGENT): 256935 ms
Total Talk Time (CUSTOMER): 192270 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d42b74d3-ad35-4039-8e9a-9f5117b81577_20250609T17:57_UTC.wav
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[CUSTOMER][NEUTRAL] that is
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, ma'am. I just talked to one of your colleagues and the the number the the phone disconnected.
[AGENT][NEUTRAL] OK. I'm sorry for that. Um, may I have your name?
[CUSTOMER][NEUTRAL] Uh, I, I was asking about my policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Miss [PII], let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 243.
[CUSTOMER][NEUTRAL] 6646.
[AGENT][POSITIVE] OK, thank you. How may I assist you?
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Can I get your name, please?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] How may I help you today Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I want to know what happened with our claims.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] It's been from [PII].
[AGENT][NEUTRAL] OK. OK, I can check on it for you. I just need to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] It's, it's my husband's name. Do you want to talk to him to take the permission for for me to talk to you?
[AGENT][NEUTRAL] If it's regarding your claims, I, I don't need his permission. I can talk to you about your claims.
[CUSTOMER][NEUTRAL] It's so me and him.
[AGENT][NEUTRAL] If it's OK.
[CUSTOMER][NEUTRAL] It's for both of us.
[AGENT][NEUTRAL] OK, yeah, if you can give me permission to release information about his claims to you. Mhm.
[CUSTOMER][NEUTRAL] OK, he's, you are on speaker. He will talk to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, good afternoon. This is [PII] with APL. May I have your name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, um, and I need your permission to release any information about your claims to your wife.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have your email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The the email address, I got the mailing address already.
[CUSTOMER][NEUTRAL] The email, the email address?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. OK, so I have the permission so I can go ahead and give the information to your wife. All right, so let's see. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm with you.
[AGENT][NEUTRAL] OK, so, uh, let me see what is this recent information.
[AGENT][NEUTRAL] And you say you're looking for a claim that for November. What is the date of service?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, and for your information, I sent uh an itemized bill with ICD 10 by fax in uh [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For you.
[AGENT][NEUTRAL] By [PII].
[CUSTOMER][NEUTRAL] For me and for my husband.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What fax number did you send it to? It doesn't look like we received anything in May.
[CUSTOMER][NEUTRAL] I have the fax number. It's [PII].
[CUSTOMER][NEUTRAL] Is that the fax number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is the correct fax number. Now, we did, I don't see any faxes being received on May. Um, the last submission was the one in March.
[CUSTOMER][NEUTRAL] I have the I have the acknowledge that.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, this is the first, the fax. I didn't send the fax. I sent the email first, but this is the fax I sent, it's in May at the time is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Around [PII] and when you like this, I send the fax.
[AGENT][NEUTRAL] OK, it's not.
[CUSTOMER][NEUTRAL] And I have the.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] That's the status is success that I that you should receive the fax.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not sure what happened to the fax, but it did not get here. Um, I don't see any submissions on May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, maybe someone has a paper and they didn't put in with them with the policy.
[AGENT][NEUTRAL] Um, when you send it by fax it's electronic, so it, it comes here to electronic fax receiver and then from there it's imaged into your account, but it's all electronic, so it's not paper, so, um, nobody can just keep it on their desk because it's not paper, it's all electronic.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm not really sure what happened to the fax. Maybe it got lost or something, but I don't see it on your account and we already worked all the faxes we received in in May. So um if you can just go ahead and send it again, you have to send it again because it's not here. It didn't get to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What shall we do?
[CUSTOMER][NEGATIVE] I'm sorry, ma'am. Each time I called they told me we didn't receive anything. We didn't receive anything. Something wrong with this claim. I don't know.
[CUSTOMER][NEUTRAL] More than one time I call, I email, I send by fax, I send by mail.
[CUSTOMER][NEUTRAL] I don't know what happened.
[AGENT][NEUTRAL] OK, let's see, and you said you sent it to what fax number again?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 6 papers.
[AGENT][NEUTRAL] Oh, they did, they find it, um.
[CUSTOMER][POSITIVE] And it says here your fax has been sent successfully.
[AGENT][NEUTRAL] Yeah, I understand, um.
[AGENT][NEUTRAL] Sometimes it, it does go out successfully, but they get lost um in this case, it seems to be the problem because it's not here. Um, let me check one more place just to make sure that I don't see it.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] One moment. Do you mind holding for me? You're welcome.
[CUSTOMER][NEUTRAL] OK. OK, ma'am.
[AGENT][POSITIVE] Thank you.
[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][POSITIVE] Thank you for holding and being patient for you Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I checked with the department that received the faxes and they don't have anything for me that is pending or that they did not um file. So we have not received that claim.
[CUSTOMER][NEUTRAL] The claim or just the fax for the itemized bill?
[AGENT][NEUTRAL] The fax, the fax you send in May, we have not received that fax.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I have to send it back again?
[AGENT][NEUTRAL] Yeah, it has to be submitted again because it didn't make it here.
[CUSTOMER][NEUTRAL] How shall I know that I'm doing it correctly and send it to you if it's the same fax number?
[CUSTOMER][NEUTRAL] Is there another fax number?
[AGENT][NEUTRAL] No, the fax number is [PII]. That is the correct fax number. Um, usually when we receive the fax, it's received within 24 business hours and it's put into your account. So just to make sure that it came here, um, correctly, just call us back in 24 hours to make sure that it is in the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, OK. I will try to send it again, maybe tomorrow.
[AGENT][NEUTRAL] OK. And I'm sorry, yeah, it just didn't get here. I don't, I don't know what happened to it, but it is not here, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. You as well. Have a good day and thank you for calling APL. Byebye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.