AccountId: 011433970860
ContactId: f941a467-fa6e-4fef-9d25-1b3c24a798bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397440 ms
Total Talk Time (AGENT): 183206 ms
Total Talk Time (CUSTOMER): 183172 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f941a467-fa6e-4fef-9d25-1b3c24a798bf_20250326T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? this is [PII].
[AGENT][POSITIVE] I'm good. How are you so?
[CUSTOMER][NEUTRAL] I'm good, thank you. um I have a member on the line with a disability and he's asking to speak to somebody else.
[AGENT][NEUTRAL] OK, can I get the policy number?
[CUSTOMER][NEUTRAL] Um, the policy is 2361828.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think I spoke to him.
[CUSTOMER][NEUTRAL] He's calling me because
[CUSTOMER][NEGATIVE] Yeah, mhm, and he's calling because he said he sent another fax with information which I don't see nowhere, so I told him that it's not here. I, the last time, the last thing we have is why he sent on the [PII] and we process and we asked for additional information because it was incomplete. So I did go over uh that information with him, but he didn't like that I said that I I don't see anything else after that one, so.
[CUSTOMER][NEUTRAL] If you wanna.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let him know, I don't see anything.
[CUSTOMER][NEUTRAL] And I check all the policies to make sure you know they didn't image it to the wrong one and there's nothing on the rest of the policies.
[AGENT][NEUTRAL] I mean, I did speak with him, but.
[AGENT][NEUTRAL] Like we're waiting on his portion and we're waiting on the doctor. If we haven't gotten either one, there's not anything we can do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, and that's, that I told him, well, I don't see anything else. I, I don't see that we have received anything recent. He's like, I send it Monday. It, it is not here. I don't see anything. But he just, can you get me to the person that is in charge of mine, OK, all right.
[AGENT][NEUTRAL] Oh my word.
[AGENT][NEUTRAL] Uh, like, I don't, I mean, I don't even know what to tell him at this point.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, there's nothing for you to, yeah, just tell, say the same thing, you know, like I it doesn't look like we have received it if you can like fax it again, I guess.
[AGENT][NEUTRAL] I know it's like I'm so sorry. I don't, I don't know if something's being entered incorrectly when you send it or what, but.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Or maybe it's just not getting here, you know how the fax works. It's like, uh, it could just bump and not get here. It is, and then they're like, we have, I have a confirmation. I'm like.
[AGENT][NEUTRAL] Yeah, uh, yeah, it's so, it can be crazy sometimes.
[AGENT][NEUTRAL] I mean, I know that that's easier, but.
[AGENT][NEUTRAL] I know, I know. It's like I'm, I'm not saying you don't, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see, the [PII] was Monday.
[CUSTOMER][NEUTRAL] Uh, mhm. Yeah, and that's why he said, he said it, but I don't see anything at all.
[AGENT][NEUTRAL] There's
[CUSTOMER][NEUTRAL] It's all.
[CUSTOMER][NEUTRAL] And there's nothing on the rest of the policies either, so I checked all of it.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I mean there's a few from the 24 still out there in index research but that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that doesn't mean anything.
[CUSTOMER][NEUTRAL] No, mm. It could be um incorrect or it could be uh non-found. It could be anything. Mhm.
[AGENT][NEUTRAL] Yeah, I could right or it could be, mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, I mean, I, I don't reckon I have a choice cause I don't know.
[CUSTOMER][NEUTRAL] Alright, you ready for him?
[AGENT][POSITIVE] It's just one of those things, you know, but OK, I'll talk to him, hopefully.
[CUSTOMER][NEUTRAL] Yeah, I know. All right, hopefully he will understand that we do really don't have it. OK. All right, here he comes and I fully verify him and you're welcome. The callback number is the same one that he had before, so yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] All right. Here he comes. Have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. I got Miss [PII] on the line. She's in the claims department.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Mr. [PII], how are you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] I'm trying to deal with this madness that keeps coming up on us.
[AGENT][NEUTRAL] I know, I know it's this technology, it's crazy how it's supposed to work for us and it just don't sometimes, isn't it?
[CUSTOMER][NEUTRAL] No, ma'am. I sent it I sent the paperwork you requested Monday night, and it still hasn't shown up in my file.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I wonder if there's anything out here.
[AGENT][NEUTRAL] Oh man, OK. Let's see.
[AGENT][NEUTRAL] What do you know what time it was Monday night roughly?
[CUSTOMER][NEUTRAL] Um, about [PII] Central time.
[AGENT][NEUTRAL] [PII] Central, OK.
[AGENT][NEUTRAL] I'm just wondering if because it was outside office hours if it may have come through the next day and for whatever reason I mean I don't know why it would but if for whatever reason.
[AGENT][NEUTRAL] We're looking at the [PII] and maybe we should be looking at anything that's still out there for the [PII]. Does that make sense?
[CUSTOMER][NEUTRAL] I guess I don't know.
[AGENT][NEGATIVE] I know, I know it's so frustra[PII] because you've sent this and it's still not showing up for you um.
[AGENT][NEUTRAL] That's frustrating for us too because we do, we do wanna get this and get this taken care of for you um let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would, would you mind me calling you back after I've looked through all of this that's out here for the [PII]? OK, OK, let me, let me look through everything. Let me see if I can try and hunt it down and see if it came through and just isn't placed appropriately. I don't, I truly don't know Mr. [PII], but I'm gonna see if I can locate what you sent. OK, you did get a confirmation correct that it went through.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah. If not, what I'll do, just tell me and I'll go back and do it again and then you can stand by your machine or your receiver or whatever you use and confirm verbally that you got it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir absolutely let me look through this and give you a call back as soon as I've looked through everything and reached out to a couple of people, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. I'll talk to you soon.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Oh