AccountId: 011433970860
ContactId: e6a184e7-cdf5-47e8-ad76-f17cb4d3a5c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264880 ms
Total Talk Time (AGENT): 123805 ms
Total Talk Time (CUSTOMER): 104574 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e6a184e7-cdf5-47e8-ad76-f17cb4d3a5c7_20250604T13:45_UTC.wav
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[AGENT][POSITIVE] Team, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I, um, alright, I'm good thanks. I, um, I sent the fax yesterday. I spoke to a rep yesterday and, um, I, I sent the fax, uh, with some documents, um, attached which was uh explanation of benefits, and, uh, I'm just calling to ensure that it was received.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I can check and see if you have it, yeah. OK. um, may I have a callback number just in case we get disconnected in the policy number.
[CUSTOMER][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02486619 ML 7.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Now I also need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm what's the email address [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What fax number did you send that um EOP yesterday?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Um, can you verify the fax number that you send that to?
[CUSTOMER][NEUTRAL] I sent it to the number at the back of the card, which is [PII].
[AGENT][NEUTRAL] Around what time did you send that fax?
[CUSTOMER][NEUTRAL] Oh, that would have been uh yesterday afternoon.
[AGENT][NEUTRAL] Oh, OK, so yeah, it's, it's not gonna show just yet if we received it because it goes to a fax line and then from there it's dispersed into the account. So it usually takes about 24 hours for us to view it or see it in our end right now I don't see that we have received anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][POSITIVE] Mhm. So, uh, the best thing is.
[CUSTOMER][NEUTRAL] Alrighty, I mean, I guess I'll, I can call back this afternoon just to make sure.
[AGENT][NEUTRAL] I would say give it until tomorrow morning. Um, tomorrow morning if you call and it's not here, then, then you probably need to be send it or something like that, but um it's usually 24 hours because they get a lot of faxes, so they have to be dispersed and image into the accounts once they get them.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, I was trying to do it online but I couldn't get on online yesterday because there were errors on the portal so I'll try again today if I can. I'll try to approve it.
[AGENT][NEUTRAL] Oh, do you want me to help you?
[CUSTOMER][NEUTRAL] Uh, no, they already, uh, the person that I spoke with already took my information. I think she said some people are having issues, um, logging on because of the new site or something that was set up on Friday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh-huh.
[CUSTOMER][NEUTRAL] So, uh.
[AGENT][NEUTRAL] It should be working now.
[CUSTOMER][NEUTRAL] Yeah, so I'll try it again maybe this afternoon.
[AGENT][NEUTRAL] OK, yeah, it should be working now, Miss [PII]. Yes, um, you just go in and create your account again. If you have not created it yet, you just click on create account and click on insured and just put all the information as it appears in our site. So you're gonna use the email address that you just provided to me and the personal information and you can just go ahead and create your account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I'll try that again.
[AGENT][NEUTRAL] OK, is, is there, all right. So if you have any troubles, just give us a call back, OK? Is there anything else I can help you with today, Mr. [PII]? Mhm.
[CUSTOMER][NEUTRAL] Can I try it again because yesterday was um.
[CUSTOMER][NEUTRAL] Will do.
[CUSTOMER][POSITIVE] Uh, no, no, thank you, thank you. I get through I just upload it there, thanks.
[AGENT][POSITIVE] You're welcome and thank you for calling APM. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thanks so much.
[CUSTOMER][POSITIVE] OK you too bye bye.