AccountId: 011433970860
ContactId: 2d49d666-d337-43fe-9297-c530e1e96db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374279 ms
Total Talk Time (AGENT): 106531 ms
Total Talk Time (CUSTOMER): 101317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2d49d666-d337-43fe-9297-c530e1e96db9_20250606T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Can I speak with [PII], please?
[AGENT][NEUTRAL] Oh, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was she expecting your call?
[CUSTOMER][NEUTRAL] Uh, I think so, yes, ma'am.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't. I'm down at my lake house and I got her a call. I, I got it yesterday and I missed it and I didn't know it was her. I'm just returning the call. She had some information for me, I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if she's available. Give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, it looks like she's already gone for the day. Um, I can look it up by your social. She, I'm sure she put a note so I can see if I can help you.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, then, Mr. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my personal email is [PII].
[AGENT][NEUTRAL] Uh, looks like we might have a work email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if we've got some documentation here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I don't see anything on file that's.
[AGENT][NEUTRAL] Let's see uh
[AGENT][NEUTRAL] Were you discussing claims with her?
[CUSTOMER][NEUTRAL] Well, I had a crane and.
[CUSTOMER][NEGATIVE] I don't know. We, we've had some problems with it.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I had prostate cancer and I did radioactive seed implant.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We talked to her a couple of days ago and they said, well, we need such and such codes and how they coded it and blah, blah, blah. And we said, well, can y'all request that information for us? And she said, well, I'll find out and I'll call you back.
[CUSTOMER][NEUTRAL] Tomorrow, which was yesterday, which I missed your call because I was at work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was just hoping she was there today.
[AGENT][NEUTRAL] Let me see if it's, uh, when was the, uh, when was the cancer? Was that recently or?
[CUSTOMER][NEUTRAL] Well, the, the procedure was done back in [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, let me look up that account. Hold on just a second.
[AGENT][NEUTRAL] All the information on there.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see, so it says email subject.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][POSITIVE] Yes, we were able to successfully contact your provider. The itemized bills, um, are being mailed to the insured because they didn't have a release to send them to us, so they are being mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'll talk to you.
[CUSTOMER][NEUTRAL] OK, well, I gave them the release, but they're mailing to me.
[AGENT][NEUTRAL] Looks like they're mailing it to you, so it says it could take up to 7 to 10 business days.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Um, so look out for those and then you, you can in turn send those to us. So yes, we did get in contact with them successfully and they are sending it your way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I, I appreciate that.
[AGENT][NEUTRAL] OK. Anything else I can help with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, you can come mow my yard for me if you don't mind.
[AGENT][NEUTRAL] Oh, OK. Can they mow mine too?
[CUSTOMER][POSITIVE] Yeah, yeah. All right. I, I appreciate you. Have a good weekend.
[AGENT][NEUTRAL] All right. Well, you,
[AGENT][POSITIVE] You have a great weekend too. Thank you so much. Thanks for calling [PII] bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright bye.