AccountId: 011433970860
ContactId: f8e3731c-feda-47d9-9d35-fb3f6e8f6ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519150 ms
Total Talk Time (AGENT): 247188 ms
Total Talk Time (CUSTOMER): 143405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f8e3731c-feda-47d9-9d35-fb3f6e8f6ec5_20250625T21:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I spoke with you yesterday, um, to see if my fax had come through. I sent a large fax.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you check on that and I'm really worried about y'all getting it.
[AGENT][NEUTRAL] Sure, yes, OK. And what is the policy number?
[CUSTOMER][NEUTRAL] 00748041
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have um your name and date of birth for security?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Mm. And I need to verify the mailing address and email address, Ms. [PII].
[CUSTOMER][NEUTRAL] Mailing [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] OK, looks like we did receive something on.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yesterday evening, let me see what is this, OK, one moment.
[AGENT][NEUTRAL] Mm it's gonna be a minute. I'm waiting on the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm I just.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] Uh, you were just cutting out.
[AGENT][NEUTRAL] I'm sorry, OK.
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] Mm mm. No. um.
[AGENT][NEGATIVE] We received, um, it looks like the only thing we have received so far is the 8 pages that you sent from Ha tax service and then we received one with 10 pages, um, and this one is um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It has um let me see.
[AGENT][NEGATIVE] It says that it's supposed to be 97 pages, but it was, it was only 10 pages.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They sent 2 bundles. They sent one that was 70 pages and one that was 27 pages.
[AGENT][NEUTRAL] I don't, I don't see those here yet.
[CUSTOMER][NEGATIVE] Ask you something. When you look at those 10 pages, are any of those pages, uh, the application?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, the first part of it is the form. So I have the, the whole form.
[CUSTOMER][NEUTRAL] you so
[AGENT][NEUTRAL] Um, I have, um, after the form, I see a medical information, Monroe Surgical Hospital, um,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Um, let's see after that. I see the last page I'm looking at is a um UB04 form.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, um, I see a UVO4 form here, um, from doctor. Let me see what doctor is.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII]. So yeah, that's the last thing that I see on that group of 10 documents.
[CUSTOMER][NEUTRAL] Uh, well, there's more to come. I mean, do you think it's coming or what? I, I don't know what to do.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Where did you go to send in?
[CUSTOMER][NEUTRAL] The us people.
[AGENT][NEUTRAL] Office Depot. I will, did you get like a receipt?
[CUSTOMER][NEUTRAL] Uh yes, I did.
[AGENT][NEUTRAL] OK, um, go back, well, if you can, I'm sorry, but the best thing is to go back to Office Depot, let him know that we have not received it to go ahead and scan it again and send it again.
[CUSTOMER][NEUTRAL] OK, I go to Office Depot. I went to the app store where you take your packages back and everything, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, you can still just uh go ahead and um take all the information back with you. Let them know that we did, it did not get here to go ahead and resend it.
[CUSTOMER][NEGATIVE] All right, let me ask you something. Do you think I should give it any longer or I mean this is getting to be ridiculous.
[AGENT][NEUTRAL] Uh, I think, um, I think the length of time that you have given is more than enough. Um, it should be here by now, um, because usually it takes 24 business hours, but, uh, it's been 24 business hours, so.
[AGENT][NEGATIVE] I will go back and check with them and see what happened to the rest of the pages just to make sure that it just didn't cut off on that 10 and that's why we only received 10.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, when sometimes when it's a large package, sometimes it will just get stuck on so many pages and don't send the rest. So it, that may have happened. So you need to just go ahead and go back with the receipt and let them know that we have not received it. If they need to speak to us and verify that we have not received it, we can go ahead and do that if you call them in the store. We can you know, confirm that with, with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I'll tell you what I'm gonna do. I can't go back there tonight, but I'm gonna call again. Y'all open when in the morning.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What time do y'all
[CUSTOMER][NEUTRAL] Yeah, OK. I'm gonna call early in the morning and see if by any chance anything else came through overnight. And if not, I will go to back to the Us place and let them speak to someone there. They don't have any reason not to believe me though, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand, yeah.
[CUSTOMER][NEUTRAL] So, but with this application, that's important cause she said that you did need the application and the diagnosis of cancer that was.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I was hoping y'all would go on and get.
[AGENT][NEUTRAL] Yes, it looks like that is what we got. We got the claim form. We, it looks like we have the pathology report and the itemized bill. So those three is uh what we got. Um, the explanation of benefits we did not receive um.
[AGENT][NEUTRAL] Let me see uh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, there's a whole lot you just see, so that's all right. Uh, you said the.
[AGENT][NEUTRAL] Yeah, and yeah, and
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] OK. Well, thank you. I'll call back again tomorrow. I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye. What time do y'all close?
[AGENT][POSITIVE] Thank you. [PII] central time.
[CUSTOMER][NEUTRAL] [PII] Central. OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome.