AccountId: 011433970860
ContactId: 0fad71cc-edd7-443e-943c-587fbbfd6237
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82360 ms
Total Talk Time (AGENT): 57562 ms
Total Talk Time (CUSTOMER): 35956 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0fad71cc-edd7-443e-943c-587fbbfd6237_20250624T18:26_UTC.wav
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[AGENT][NEUTRAL] Uh good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] over at home with Thibodeaux Spine and rehab. I just got a voicemail from you regarding uh some records.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, uh, I was just wanting to know, would, would you accept, um, a request via fax or does it have to be mailed? OK, great.
[CUSTOMER][NEUTRAL] Yeah, absolutely, no, no, it could be via fax, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK. And what is the um fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And also, um, would you be able to fax those records after you receive all the information?
[AGENT][NEUTRAL] To us, OK. OK. And, and also, um, is this, I have an authorization that it's always attached to our claim forms that she has signed. Does an authorization have to be specify anything other than with the HIPAA stuff and?
[CUSTOMER][POSITIVE] Yeah, absolutely, uh huh, yep.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I know it doesn't need to just I mean if you want a specific data service that's all we ask for.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, and I can put that in our letter and then you can have the authorization. OK, that's what I'm needing to find out. OK, thank you very much. You have a good day, [PII]. Mm, goodbye.
[CUSTOMER][POSITIVE] Mhm. Yeah, yep, yep. All right. All [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye.