AccountId: 011433970860
ContactId: fd8b1476-0ad3-421d-a3e1-ef0a8f735ae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637419 ms
Total Talk Time (AGENT): 239509 ms
Total Talk Time (CUSTOMER): 302036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fd8b1476-0ad3-421d-a3e1-ef0a8f735ae0_20250113T16:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. Um, I was, uh, given, um, [PII]'s name, and I don't have her extension. [PII] gave it to me and I'm trying to get in touch with her.
[AGENT][NEUTRAL] OK, yeah, absolutely, um, and do you mind if I just ask what you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, um, I have a policy and I've been trying to fax, um, two pages since November and for some reason she has not received it and we've been faxing it like twice a week and I've done it my husband done it so we take turns doing it since November.
[CUSTOMER][POSITIVE] And I faxed it and I've faxed it to [PII] and [PII] for some reason has not received it so I have faxed it again today and I'm following up with her and [PII] has given me a follow up of getting in touch with [PII] that she might be able to help me.
[AGENT][NEUTRAL] OK, um, let me see if she is here right now.
[CUSTOMER][NEUTRAL] Maybe you can tell me if you've received the pages this morning.
[CUSTOMER][NEGATIVE] Cause every time that we faxed it says fax is complete.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I have my name. I have the policy number.
[CUSTOMER][NEUTRAL] I have a cover sheet. I have my name, APL policy number.
[CUSTOMER][POSITIVE] Page 5 and page 6 is what they need.
[AGENT][NEUTRAL] OK, perfect. I um just sent a message to Ms. [PII] just to see if she was available. Um, do you mind if I get your policy information and just verify your account that way if she is available and I'm able to transfer, we don't have to worry about doing that later.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 02406943.
[AGENT][NEUTRAL] Perfect. And I see that Ms. [PII], um, could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And what they're trying to get is these last two pages.
[CUSTOMER][NEUTRAL] Of this APFA um disability claim for the attending physician statement and we keep faxing it and we've been faxing it since November.
[CUSTOMER][NEUTRAL] He signed off on it [PII].
[AGENT][NEUTRAL] Um, does it have your policy number on it, do you know?
[CUSTOMER][NEUTRAL] Yep, but sure it has it on the cover sheet. It has it on the top of the 5th page and on the policy number on the top of the 6th page.
[CUSTOMER][NEUTRAL] And it even has my name on the top of it, so I dotted my [PII] and cross my [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've got a cover cover letter dated [PII] with my policy number, my phone number, my email claims [PII], the fax number, and then on the next page is page 5 with my name, the APL policy number that's the attending physician statement, and page 6 my name, the policy number, and that's page 6 with the um doctor's signature.
[AGENT][NEUTRAL] OK, let's see, um.
[AGENT][NEUTRAL] That's I mean it sounds like you've like got it all um I can only really see the faxes once they've been uploaded into the system unfortunately I don't have.
[AGENT][NEUTRAL] The the skill set to or maybe even the permissions to view faxes before they're assigned to policies, um.
[AGENT][NEUTRAL] Let me see and I'm just gonna have you, I'm so sorry just to finish that verification process if you could verify for me please your um mailing address, email, and phone number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and then just the email and phone number?
[CUSTOMER][NEUTRAL] [PII]. My home number is [PII]. Cell number [PII]. Uh, date of birth [PII]. No children married dog.
[AGENT][POSITIVE] I appreciate you dog's a great choice. Um, I, hey, so can I give you Ms. [PII]'s personal email address and have you email it to her instead of fax?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would that be OK for you?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, perfect. Um, her, I'm gonna spell out her name um because her email address is her name. It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and then it's like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and just email that?
[AGENT][NEUTRAL] Yep, and you can um email the claim form and um and then I guess if you have any other questions um Ms. [PII] might be able to answer them for you. I'm not certain what she can give via email or not, but she did say um to offer you her email address and have you email it to her.
[CUSTOMER][NEUTRAL] OK, what's her extension?
[AGENT][NEUTRAL] Um, so we actually don't have extensions. It stinks. I'm so sorry you do have to call the [PII] number every time and then be transferred or routed.
[CUSTOMER][NEUTRAL] Oh, OK, I just have.
[AGENT][NEGATIVE] I know, I'm sorry it's such a bummer.
[CUSTOMER][NEUTRAL] OK, I just have [PII]'s extension.
[AGENT][NEUTRAL] You do? OK, yeah, I um.
[AGENT][POSITIVE] I was told our extensions are internal only and that we're we're not supposed to give them out so I'm really sorry.
[CUSTOMER][NEUTRAL] That's OK. I, I guess that's in we, we are on a first name basis as much as we're going back and forth.
[AGENT][NEUTRAL] Um, and that might be something where it's up to the individual like if they choose to give out their extension. I just, um, I would, you know what I mean, um, but she definitely welcomes you to email her.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's fine. Well, we've been working on this since March, so the whole thing, so it's, it's just been kind of a.
[CUSTOMER][NEUTRAL] Uh, kind of a bizarre.
[AGENT][NEUTRAL] A long time at this point, yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] We, we, we just don't understand why the fax hasn't gone through and Gene is so nice it's like oh my gosh we can't figure this out because we're we're faxing this twice a week and 3 times a week and 3 times a day or 5 times a day and it's still not going through and we're like or being ignored and then we're like going OK where are you located? Can I just walk it down?
[AGENT][NEUTRAL] Yeah, can I bring it to you?
[CUSTOMER][NEUTRAL] Just drive it in or or what what is it might be easier for me just to fly to you and hand deliver it or register mail.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] I, I feel like when I send mail I wanna like send it certified. I wanna know if somebody got it, someone had to sign off for it.
[CUSTOMER][NEUTRAL] Yeah, because this is kind of, I mean since November and we've got the on the.
[CUSTOMER][NEUTRAL] Cover sheet this is [PII] and then you said I mean I've got we're starting to write dates on this cover sheet that are like oh my OK.
[CUSTOMER][NEUTRAL] It's [PII], now it's [PII]. It's like, OK, what's going on now? Something's got there, this is crazy.
[CUSTOMER][NEUTRAL] Well you I mean
[AGENT][POSITIVE] Well, I know Ms. [PII] is wonderful. She's definitely gonna do her best to take care of you. I would, and I know typically we don't like do things over email because it's not secured, but if you're wanting to send it over email, hopefully we can just.
[AGENT][POSITIVE] Get it and, you know what I mean, and, and process it that way and, and try to make this as painless as possible for you cause it sounds like you've been going through a lot working on it.
[CUSTOMER][NEGATIVE] Yeah, I mean this is crazy. I mean this is getting to the point of.
[CUSTOMER][NEUTRAL] Uh just.
[CUSTOMER][NEGATIVE] This this has got to end.
[CUSTOMER][NEUTRAL] Yeah, I mean it it's.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] Something
[CUSTOMER][NEUTRAL] I mean it's, it's getting to the point where this is a full-time job for me.
[AGENT][POSITIVE] I'm sorry. I, I'm so sorry because it really shouldn't be so stressful to get that sent in, and I, I definitely understand that like frustration.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so how do we know if she gets this email?
[CUSTOMER][NEUTRAL] The readers on it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so we will go ahead and email her this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect and I'm hoping that she will email you back. I'm going to just send her a message like saying like hey when you receive it can you send an email back, um.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect we'll do that.
[AGENT][NEUTRAL] And then um is there anything else I personally can help you with today, my friend?
[CUSTOMER][POSITIVE] That's it, [PII] thank you for your time I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure. I really appreciate your like good nature and your humor, and I know it's frustrating, but I I really appreciate.
[AGENT][POSITIVE] I appreciate you so thank you.
[CUSTOMER][POSITIVE] OK bye [PII] thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.