AccountId: 011433970860
ContactId: d9a38f1b-729c-43c7-a522-516d26e9de16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263089 ms
Total Talk Time (AGENT): 117646 ms
Total Talk Time (CUSTOMER): 128885 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d9a38f1b-729c-43c7-a522-516d26e9de16_20250305T15:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII], and I sent a claim in and I was just wondering if y'all got it and if I filled it out correctly.
[CUSTOMER][NEUTRAL] Seeing it yesterday.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check your status.
[AGENT][NEUTRAL] OK, I could check sure we got your claim, Miss. [PII]. Can I please get your um policy number? You're very welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's 00497172.
[AGENT][NEUTRAL] 0047172. Is that correct?
[CUSTOMER][NEUTRAL] No, 971-72 it's a 9 after the 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00497172
[AGENT][NEUTRAL] OK, let me look
[AGENT][NEUTRAL] OK Miss [PII], can you please verify your date of birth for
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then also for security reasons can you give me your phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Thank you and then one last verification can you please give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you Miss [PII] I appreciate you verifying that information for me.
[AGENT][NEUTRAL] So I'm looking at your policy and I show that the reported claim was [PII].
[CUSTOMER][NEUTRAL] No, I faxed one in yesterday.
[AGENT][NEUTRAL] Oh, you faxed it OK all right it's, it's probably still.
[CUSTOMER][NEUTRAL] Uh-huh, yeah, I faxed it.
[AGENT][NEUTRAL] It's probably still being processed.
[CUSTOMER][NEUTRAL] Let me give you the number I faxed it to [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am, that's the correct fax number, um.
[CUSTOMER][NEUTRAL] But now the only part I filled out because the only part that that I needed the wellness for was on my mammogram.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So and I faxed it to that number but I'm, I was hoping I did the right thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am um you just need to fill out that portion that you were talking about comes to wellness um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. So, that is fine. All right. It, it's, um, still come.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] You they should have it then.
[AGENT][NEUTRAL] Yes, ma'am. Did you get a confirmation um from the fax machine that it came through OK?
[CUSTOMER][NEUTRAL] I did, yes, yes, it was like 4 sheets because I had to make a copy. It was front and back and I had to make a copy of the back.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I'd give it a few more days um so that they can process it. It takes 7.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh well I'm not, I was just wanting to make sure they got it and it was filled out correctly. I wasn't worried about the payment.
[AGENT][NEUTRAL] OK. Oh yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] Per se, I mean, you know, I know they'll pay if I got it filled out correctly and, and faxed correctly to the proper place.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're correct on that. OK. I, is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I was just checking on that.
[AGENT][POSITIVE] OK, well, you have a blessed day, Miss [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.