AccountId: 011433970860
ContactId: fc02b6d2-3bb6-46ce-ac17-8bdc9935b717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1247449 ms
Total Talk Time (AGENT): 527469 ms
Total Talk Time (CUSTOMER): 542608 ms
Interruptions: 22
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/fc02b6d2-3bb6-46ce-ac17-8bdc9935b717_20250623T17:09_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to fax some paperwork and there were 38 pages and it says that it stopped at 23 or failed. Could you check?
[AGENT][NEUTRAL] OK, so you've just faxed them?
[AGENT][NEUTRAL] And you're just wanting to see how many, OK, so I'm not sure if I will, I will be happy to try and look, but it does take a little time for our faxes to go through, be received and processed, so I.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it, it's probably been a.
[AGENT][NEUTRAL] Yeah, I don't. Usually, it's about 24 hours, so I will be more than happy to see what I can tell you if I can see anything yet. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Yes, it's.
[CUSTOMER][NEUTRAL] This is [PII] and the pages are for [PII].
[AGENT][NEUTRAL] And the last name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] that's the home phone. I'm at the library.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then, uh, do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I do 2452637.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get that policy information pulled up first and I'll have to verify some things with you for security purposes first.
[CUSTOMER][NEUTRAL] Sure, and what you.
[CUSTOMER][NEUTRAL] OK, and what did you say your name was? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I need it make in English.
[AGENT][NEUTRAL] OK, so first off, there are any information that's provided would be a verification of benefits and not a guarantee of payment. So I, as I said, I would need to verify several things. So if you could first please verify Mr. [PII]'s date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number, one of the
[AGENT][NEUTRAL] Let's see, let me look at the phone numbers here. Give me just a second.
[AGENT][NEUTRAL] OK, so we have some different phone numbers on file. What is another phone number that we would have for Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh do you have the [PII] because that's the home phone.
[AGENT][NEUTRAL] For him.
[AGENT][NEUTRAL] No, ma'am. Yes, ma'am, we don't have that.
[CUSTOMER][NEUTRAL] OK, how about [PII]?
[AGENT][NEUTRAL] Mm, no, ma'am. That's not a phone number that we have either.
[CUSTOMER][NEUTRAL] OK, I don't have my phone. I'm in the library, so that must be the only other number. What is it? It may be his cell number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't, yes, yeah, what is that one? Maybe?
[CUSTOMER][NEUTRAL] [PII] maybe? No, that's not right, that's my brother's phone number.
[AGENT][NEUTRAL] It's hard to remember phone numbers this day and time. I understand. OK, can you
[CUSTOMER][NEUTRAL] It was I don't have my
[CUSTOMER][NEUTRAL] Yes, ask me another question. Who's my childhood friend?
[AGENT][NEUTRAL] Um, yeah, can you, um, please verify the last four of his social?
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know his email address?
[CUSTOMER][NEUTRAL] He doesn't have one.
[AGENT][NEUTRAL] OK, so I think.
[CUSTOMER][NEUTRAL] Unless it may be coming to mind.
[AGENT][NEUTRAL] Mhm, this doesn't appear to be your email. So it looks like.
[CUSTOMER][NEUTRAL] Is it is it [PII] at
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] maybe.
[AGENT][NEUTRAL] So again that's not exactly what we have. So when Mr. [PII] has an opportunity, he would need to call us so that we can verify some of this information that we have online and update anything that would need to be updated.
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Ask me something else about the chart because I'm at the library and then you're asking me to go home and the lady's standing here trying to figure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I'm, no, I'm gonna, right. I'm just saying that we, it appears we may need to get some information for him updated, but he's the only one that can do that. So you've verified enough with me.
[CUSTOMER][POSITIVE] OK, every day I call for all this. I've I've never had to go through.
[AGENT][NEUTRAL] Yes, ma'am. What do you
[AGENT][NEUTRAL] Right, and I'm sorry about that, but you should.
[CUSTOMER][NEUTRAL] Since, yes.
[AGENT][NEUTRAL] Yeah, they should be verifying all of your information when you call in. So I'm, I'm sorry.
[CUSTOMER][NEUTRAL] OK, yeah, because, no, I, I understand, but it's like nobody's ever asked me for my birthday and nobody's ever asked me for his Gmail and it's because he doesn't use email and I know you have to have one to start your phone up but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so, OK, so let's see if I can see any.
[CUSTOMER][NEGATIVE] I'm sorry, I'm just so tired of this.
[AGENT][NEUTRAL] Uh, I understand, and you all, OK. Um, so let me see if I can see anything yet. Well, my recommendation probably will be to refax it all again.
[CUSTOMER][NEUTRAL] you get.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you know how much it's costing me to do these things?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I'm very sorry, but unfortunately, when there is a technical glitch, we don't have any control, you know, over that with the facts.
[AGENT][NEUTRAL] What time exactly does it show that this was faxed?
[CUSTOMER][NEUTRAL] What time does it say it's sent?
[CUSTOMER][NEUTRAL] It started at [PII] and it started at [PII] and it took 20 minutes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] She said we have to send everything again.
[CUSTOMER][NEUTRAL] Go sit down
[CUSTOMER][NEUTRAL] Are you faxing yourself something off your phone or put off the email or something?
[CUSTOMER][NEUTRAL] Because people told me to do that and I'm like I can't do that. I can send it, but don't ask me to do.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] As in she wants his cell phone number is like I just pushed called Dad.
[CUSTOMER][NEUTRAL] And I don't didn't bring my phone in the library.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I did that one time when.
[CUSTOMER][NEUTRAL] Oil change at Walmart.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Got there.
[CUSTOMER][NEUTRAL] And then they told me it's gonna be 3 hours.
[CUSTOMER][NEUTRAL] And I'm like, can you call somebody to come pick you up?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, my phone's at home.
[AGENT][NEUTRAL] I'm still looking, this art, and I, I'm not, I haven't come across it yet. So, again, I'm having to just look at each individual facts that's showing as being received at this point, so that's why it's taking.
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, a little bit.
[CUSTOMER][NEUTRAL] Sure, I understand it took a long time to get it to go through.
[CUSTOMER][NEUTRAL] I wonder where they all go when once they get sent and they're stuck out there in the atmosphere somewhere.
[AGENT][POSITIVE] That's a really good question.
[AGENT][POSITIVE] That's an excellent question.
[CUSTOMER][NEUTRAL] It said they were all sent uh yeah are they in a fax airport or something.
[AGENT][NEUTRAL] Some kind of fax cloud out there in the.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the who knows where. I understand.
[CUSTOMER][NEGATIVE] Yes, because it seems like it's faxed right away. Why does it take 24 hours from?
[CUSTOMER][NEUTRAL] Here to there and where is it going from here to there?
[AGENT][NEUTRAL] And you know, we, we can see it before the 2 but as far as like seeing it on your profile, it typically takes about that long because it's more steps involved when faxing it than, you know, if you all had access to the upload, the, you know, the information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I would, we wouldn't even call the.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, we, we wouldn't have even called or I wouldn't have even called had it not said there was a problem with page 24 and it's like well we sent 38 pages.
[AGENT][NEUTRAL] Yeah, I'm not.
[CUSTOMER][NEUTRAL] Which one's missing and do we send those it's like so that's why we're calling it's like.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Otherwise I would have waited until Tuesday or Wednesday to call.
[CUSTOMER][NEUTRAL] Are you thinking?
[CUSTOMER][NEUTRAL] I was thinking if we have to do it over again maybe we'll split it up into two so that doesn't fail. OK, she's suggesting maybe if we have to, I, I'm talking to you, [PII].
[AGENT][NEUTRAL] Uh-huh, yes, I am.
[CUSTOMER][NEGATIVE] She's suggesting since this one says that it failed at page 24, perhaps we should send it if we have to resend it to send it in to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Divide it up into.
[CUSTOMER][NEUTRAL] Two batches
[CUSTOMER][NEUTRAL] Half and half.
[AGENT][NEUTRAL] Yes, and, and you certainly could try and do that and then the system will, will tie them together and I would make a note regarding the fact that you were submitting information, but in, you know, two faxes, breaking them instead of, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Double yeah.
[AGENT][NEUTRAL] And I was just
[CUSTOMER][NEUTRAL] Yeah, I know nothing about it, and I looked at her and she had this look on her face like she's trying to solve all the problems in the world, and I'm like, what are you thinking?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] He's having good luck.
[CUSTOMER][NEUTRAL] Maybe if we shove it in after he's done it'll work.
[CUSTOMER][NEUTRAL] Do you want it?
[CUSTOMER][NEUTRAL] I can go sit on the toilet.
[CUSTOMER][NEUTRAL] Or chair
[CUSTOMER][NEUTRAL] What we go through for the conveniences of this new life we live.
[CUSTOMER][NEUTRAL] Can I just drop it at the office?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, and like you said, does that really mean that.
[CUSTOMER][NEUTRAL] What it just omitted page 24 or did it omit 24 in the rest, yeah.
[CUSTOMER][NEUTRAL] Doesn't give us enough clues. Yeah, did, yeah.
[CUSTOMER][NEUTRAL] Did anything go?
[AGENT][NEUTRAL] Still looking, Miss.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We're just, I'm trying to brainstorm and I know nothing about electronic stuff.
[CUSTOMER][NEUTRAL] Other than when I put paper in it it eats it.
[AGENT][NEUTRAL] OK, so it looks like I've located it, this art.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So it's got a cover. It shows a total of 27 pages.
[AGENT][NEUTRAL] So that includes the cover.
[AGENT][NEUTRAL] And let me just
[CUSTOMER][NEUTRAL] 27.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Including cover.
[AGENT][NEUTRAL] Let me scroll down to what's the last page showing.
[AGENT][NEGATIVE] Because it shows it should be a total of 38 pages, but it shows that it looks like 27 has been received.
[CUSTOMER][NEUTRAL] She says it should be her.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] But just not.
[CUSTOMER][NEUTRAL] How many there
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I can, I can help
[CUSTOMER][NEUTRAL] OK, she's gonna count backwards standing on her head in the corner.
[AGENT][NEUTRAL] Uh, so the last.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] The last page that was received from
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Again, from what I can.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] It says details for details for claims processed in [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's like an EOB sheet.
[AGENT][NEUTRAL] Correct. And this is for
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That the heading, which is in bowls at the top, [PII].
[CUSTOMER][NEUTRAL] So that'd be the end of it.
[CUSTOMER][NEUTRAL] Do you see the the page on the right bottom?
[CUSTOMER][NEUTRAL] I guess it would be continuous.
[AGENT][NEUTRAL] And on this one, it shows.
[AGENT][NEUTRAL] It shows um.
[AGENT][NEUTRAL] The last line item.
[AGENT][NEUTRAL] On this EOB?
[AGENT][NEUTRAL] shows for a doctor. Oh.
[AGENT][NEUTRAL] Hold on, um.
[CUSTOMER][NEUTRAL] Doctor
[AGENT][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] And it has a claim number below that.
[CUSTOMER][NEUTRAL] Does it have on the bottom or can you see where it says?
[CUSTOMER][NEGATIVE] Medical and hospital EOB and then to the right corner continues on next page maybe that would be a better thing instead of us going through all the pages.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] It does, it says continues on. I'm trying to scroll continues on next page and it says 27 of 39.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Right here, that's the last one they got?
[AGENT][NEUTRAL] That's the last one we received.
[CUSTOMER][NEUTRAL] OK, these were first or these were last? OK, we're gonna start 28 of 39 and then go on from there.
[AGENT][NEUTRAL] I think.
[AGENT][NEGATIVE] Actually, this, when looking at the document, it just shows continues on. That's all it says. continues on and it doesn't tell me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A page number. It just says continues on. That's on the lower right.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] You did for the other one though, yeah, you said it.
[AGENT][NEUTRAL] That on the lower right corner of
[AGENT][NEUTRAL] Yeah, but that was on a different page.
[CUSTOMER][NEUTRAL] 26 to 39.
[AGENT][NEUTRAL] It doesn't have
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so the
[AGENT][NEGATIVE] The next to the last page received, Ms. [PII] says 27 of 39, and the last page received does not give that. It just has his name and information on the bottom and says continues on, and that's it. It doesn't give a page number or anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, I see where you are.
[AGENT][NEUTRAL] And right above where it says continues on, the amount says 109.08.
[CUSTOMER][NEUTRAL] It's on the
[AGENT][NEUTRAL] Is that what you see?
[AGENT][NEUTRAL] Just on the one that says continues on.
[CUSTOMER][NEUTRAL] I can see the doctor's name. They all say continues on, ma'am.
[AGENT][NEUTRAL] I know, but right above that, yeah, on the, on the right corner, above the words, no, 109 dollars.8 cents.
[CUSTOMER][NEUTRAL] On the bottom corner.
[CUSTOMER][NEUTRAL] Like $1.08.
[CUSTOMER][NEUTRAL] 109 dollars.8 cents above.
[AGENT][NEUTRAL] Where it says continues on.
[CUSTOMER][NEUTRAL] Oh, OK, yes.
[AGENT][NEUTRAL] That's the last page we received.
[CUSTOMER][NEUTRAL] OK, and that's Doctor S H A H, so you received 28 of 29.
[CUSTOMER][NEUTRAL] That's on the bottom of that page with that doctor's name on it.
[AGENT][NEGATIVE] Well, it doesn't give a, all it says is continues on. That's all it says on this.
[CUSTOMER][NEUTRAL] And the 109.
[AGENT][NEGATIVE] And that is a total of 27 pages, so we haven't received.
[CUSTOMER][NEUTRAL] OK, so I'm a.
[AGENT][NEUTRAL] That, that's the last page. Whatever number on your end that is, you know, when you all are looking at it, but that's the last page received.
[CUSTOMER][NEUTRAL] we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, that one's on the bottom right says continues on next page 28 of 39.
[AGENT][NEUTRAL] Continues on.
[CUSTOMER][NEUTRAL] And in the 109.
[CUSTOMER][NEUTRAL] And 8 cents is on here so we'll start from there and go the rest of the way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sound right?
[AGENT][NEUTRAL] Sounds right. Again, it's cut off. I can't, where you're saying continues on and giving a page number?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] What I can see does not show that. I only see the verbiage continues on with that 109 dollars.08 amount above it.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, she's only seeing this continues on, yeah, the gray boxes are not showing up that's what it is because we have his name and 321-25.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I can't
[CUSTOMER][NEUTRAL] And then hospital inpatient care.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you reading any of that?
[AGENT][NEUTRAL] Yeah, along the very bottom.
[AGENT][NEUTRAL] Of that page that I'm looking at.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It has, it says medical and hospital EOB for [PII] and it comes and then there's nothing and you come across to the right side of the page and it says continues on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, go above that, go above that then.
[CUSTOMER][NEUTRAL] OK, you're at the very bottom. Go above that and it should say that his name, the doctor's name [PII] 321.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Subsequent hospital inpatient care, blah blah blah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh. Right. And below the doctor's name, it has a claim number?
[CUSTOMER][NEUTRAL] 187
[CUSTOMER][NEUTRAL] Yes, yes, 290014169.
[CUSTOMER][NEUTRAL] 200.
[AGENT][NEUTRAL] Mhm. That's correct. That's the last page we received.
[CUSTOMER][NEUTRAL] OK, we'll start there then.
[CUSTOMER][NEUTRAL] OK, we'll start there, [PII] and.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Hopefully get the rest.
[AGENT][POSITIVE] Oh, well, hopefully so, Miss, but hopefully so. So is there anything else there that I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, no ma'am, and I will call either tomorrow or what is today? Monday call you tomorrow or Wednesday to check.
[AGENT][NEUTRAL] OK, then that'll be fine.
[CUSTOMER][NEUTRAL] To see if if you got if you got 28 and on.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APL if that's all I can help you with at the moment, Ms. [PII]. I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.