AccountId: 011433970860
ContactId: 13888d6b-6161-486a-888c-d71fc67d9cf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205490 ms
Total Talk Time (AGENT): 136759 ms
Total Talk Time (CUSTOMER): 74726 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/13888d6b-6161-486a-888c-d71fc67d9cf9_20250115T15:26_UTC.wav
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[AGENT][POSITIVE] Good, good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at the insurance commissioner's office in [PII]. You're it.
[AGENT][NEUTRAL] Yes. Thank you for calling me. We keep playing phone tags. Um, I, I'm ready, uh, on my response, do I, um, mail that, or do I send it directly to you and then you will forward that to the insured or the complainant.
[CUSTOMER][NEUTRAL] Oh, it happens.
[CUSTOMER][NEUTRAL] Yeah, so I mean I guess as far as getting the response to us um there are a few different ways to do it obviously it will depend on if you have any like private health information and that kind of thing within the response um because OK because our email system won't accept um secure emails like password encrypted emails that kind of thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, I do.
[AGENT][NEGATIVE] Yeah, right, and ours won't either. Our ours won't even let me send it, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so I guess then one of two ways I can give you a secure a different secure email address or I can give you our fax number or obviously you can do the snail mail if you wanted to as well.
[AGENT][NEUTRAL] OK. Um, it's really a lot of it. Now, what I have is, is that, um,
[AGENT][NEUTRAL] What we do, we have a secure system where um I can put it into our secured site and then I can email you a link. You click on that link and um and you can open up those documents there, but it will that link expires within 30 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Sure, sure, that makes sense well.
[AGENT][NEUTRAL] So what, what I, I can email you the link and I'll have to give you a password. Um, let me, let me, let me, I'm gonna go ahead since I have you on the phone, I will, I'm gonna go ahead and give you the, the password. Give me about 30 minutes and I'm gonna try to get everything in there within the, well I'll say within the next hour. I'm gonna get everything in there because it's, it's kind of time consuming, um.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I will, um, hold on, let me, let me have these passwords, you know, they're so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You got[PII] just um just put letters there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. It's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'm gonna do it this explanation sign. there we go. That's, yes, that's fine and um, that, but I'm gonna, I'll send you the link and you can click on that link and then enter in that password. I'll email that to you and then just email me back, let me know. I got it open and then remember it will expire within 30 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Exclamation? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Yep, no problem, no problem at all so um if I need anything further, I've got your phone number and we'll figure it out so.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Sounds great. Good deal. Well, thank you for your time and calling me back. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.