AccountId: 011433970860
ContactId: ecc6bf74-1cc7-4fd4-a77d-bb2cc0fce933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234529 ms
Total Talk Time (AGENT): 107697 ms
Total Talk Time (CUSTOMER): 83909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ecc6bf74-1cc7-4fd4-a77d-bb2cc0fce933_20250203T16:18_UTC.wav
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[AGENT][NEUTRAL] Hello, this is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. How are you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, so I have a question. I have, uh, I guess a third party rep. She called on Friday and spoke to someone on the care team, and the care team gave her, gave her an email address to email over a death certificate in third party form, and I'm trying to find out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What do you have
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If it was received Friday because I can't see the documents uploaded yet in on base.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 459.
[CUSTOMER][NEUTRAL] 140.
[CUSTOMER][NEUTRAL] I'm not sure if it would be uploaded to them because she has two policies, um.
[AGENT][NEUTRAL] She called Friday and spoke.
[AGENT][NEUTRAL] To somebody. No, that was Thursday. Let's see if it's out here somewhere.
[AGENT][NEUTRAL] She said she had them and email it to the care team.
[CUSTOMER][NEUTRAL] And so I just called the care team because it says the care team email address but.
[CUSTOMER][NEUTRAL] I was told to go to customer service so that's um.
[AGENT][NEUTRAL] No, they go to the care team and then they get put through the hub. Jesus help us.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] And I don't even know if I can go to the house and see and I I.
[AGENT][POSITIVE] I, I got it, girl, don't worry about it. I just wanna check.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Oh well, it helps. I forget that we're not supposed to put the number, we put the zeros when we go in on base, so I'm always trying to put the zeros and everything I do.
[AGENT][NEGATIVE] It's just not rolling.
[AGENT][NEUTRAL] Wait a minute, what's that?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And see, the thing is if they sent it Friday, I probably shouldn't be saying this out loud, but.
[AGENT][NEUTRAL] They are day behind when we get the email.
[CUSTOMER][NEUTRAL] So is it just like sending a fax it takes 24 to 40 hours to be able to see it?
[AGENT][NEUTRAL] Yeah, and I guess I wanna say it today because like they'll get an email and depending on what time of day it is, we may not get it until Monday.
[CUSTOMER][NEUTRAL] OK, yeah, I just wanted to confirm, I mean, before, I mean, so I know what to tell her, but that's fine. I'll just go and tell her she would have to uh.
[AGENT][NEUTRAL] It's not in the hub and I don't see anything. Wait a minute, there is something out here that was on [PII]. Let me see if she.
[CUSTOMER][NEUTRAL] Now I looked at that that's the correspondence that I see. I can see that in on base, but it's not that um.
[AGENT][NEUTRAL] It looks like she faxed that to American Fidelity.
[CUSTOMER][NEUTRAL] Yeah, this is, this is just the um electronic funds transfer that came out on the [PII].
[AGENT][NEUTRAL] Yeah, but make sure she emailed it and maybe just suggest that she emails it again. If we have, if we get it twice, we get it twice. But I don't see a hub ticket created for it. I don't see anything in image for it and there's no notation. Now, I am showing that she did call last Thursday about the same thing. No, Friday, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I looked, I saw the notes and that's why I was, um, let me, let me find out, so yeah, I'll just go ahead and tell the [PII]'s emailed again, but I mean just allow um 24 to 40 hours, um.
[AGENT][NEUTRAL] Yeah, and that that's just to be safe and just let her know that generally when we do get it's 2 to 3 business days for processing so that'll give us a little time. I don't see any of it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Let me know if you need anything else, and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.