AccountId: 011433970860
ContactId: f4f2f0f4-4f3b-48b1-93ca-147cfd0c4f1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505869 ms
Total Talk Time (AGENT): 110042 ms
Total Talk Time (CUSTOMER): 155676 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f4f2f0f4-4f3b-48b1-93ca-147cfd0c4f1e_20250611T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I talked to you guys this morning, uh, and they said that claim was denied, uh, due to something that they didn't have paperwork or something faxed it in once before and it's just faxed in now. you see if you got that.
[AGENT][NEUTRAL] Uh, usually when faxes are sent it takes a while to show in our system, but I can definitely try to see, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, ma'am. Your phone keeps cutting in and out. Say again.
[CUSTOMER][POSITIVE] I said I'm ready since.
[AGENT][NEUTRAL] OK. What's that policy number?
[CUSTOMER][NEUTRAL] Uh, hold on a second. I'll give I send me, uh.
[CUSTOMER][NEUTRAL] It is 361-144-6.
[AGENT][NEUTRAL] Uh, sounds like a claim number, but give me one moment please.
[CUSTOMER][NEUTRAL] It is, it is a crime number.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] OK, and verify your date of birth and mailing address.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, and your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And this was for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. And for her claim, it looks like we were needing the claim form.
[CUSTOMER][NEUTRAL] Yeah, uh, why do you guys see?
[CUSTOMER][NEUTRAL] Then we try to load it on online and it won't for some reason I can't log into it, um, but we sent it that we needed a piece for the doctor and a piece for us to write on what, what happened and she faxed it, but I don't guess y'all ever got it.
[AGENT][NEUTRAL] OK, when does she fax it in, do you know?
[CUSTOMER][NEUTRAL] Uh, she's excelled and probably just, uh, about 15 minutes so the other one she passed out a few weeks ago.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And today is the [PII].
[AGENT][NEUTRAL] Wait one moment.
[AGENT][NEUTRAL] You said she faxed the information into us today?
[CUSTOMER][NEUTRAL] Yeah, just a few minutes ago.
[AGENT][NEUTRAL] OK, it usually takes a while to show in our system. I'm looking through.
[AGENT][NEGATIVE] Faxes that have come through and I don't show it's been received yet.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's say if you want to
[CUSTOMER][NEUTRAL] Well, what about the one that you faxed through?
[CUSTOMER][NEUTRAL] 2 weeks ago.
[AGENT][NEUTRAL] That's the one, well, that was 2 weeks ago, but that was.
[AGENT][NEUTRAL] It looks like it processed the same as needing the claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there hold on just a second I got on here. They're two different things.
[CUSTOMER][NEUTRAL] Uh, let's see, 1 for 8PL.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm pretty sure this is what she sent in because we, we had a couple of questions and we called in and they told us how to fill it out and then we send in.
[AGENT][NEUTRAL] One moment I'm looking to see the information we received. Go ahead.
[CUSTOMER][NEUTRAL] Anyway, she's
[CUSTOMER][NEGATIVE] All right, well, she's another way I'm gonna, I'll call her as soon as I got the phone. You can find out that this is exactly what she's seen in the last time because pretty poor.
[CUSTOMER][NEUTRAL] This is the same thing that.
[CUSTOMER][NEUTRAL] That we, uh, we filled it in because we had to get uh one section of it filled out by the doctor.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Yeah, right there is the.
[CUSTOMER][NEUTRAL] That the same
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Looks like we received the physician's portion of the form.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It looks like we're just needing uh your portion of the claim form cause I show we received the physician's portion.
[CUSTOMER][NEUTRAL] That's what I'm saying and I watched it. It must know she uh she packed it in, uh, way before position. She picked it in and gave the position there.
[CUSTOMER][NEUTRAL] Uh, he just sent another one. I'll call you all back this evening, uh, and we'll, if you received it, what time y'all call there.
[AGENT][NEUTRAL] Uh, [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] OK, I'll see if, uh, I'll make sure to call this evening to see all that and get this thing over with.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL, Mr. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye.