AccountId: 011433970860
ContactId: 2db738ef-a8f4-46ef-b47f-c418bee29873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212360 ms
Total Talk Time (AGENT): 53217 ms
Total Talk Time (CUSTOMER): 62702 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2db738ef-a8f4-46ef-b47f-c418bee29873_20250107T20:29_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] with Doctor [PII]'s office. I was returning a call to Ms. [PII] with your office.
[AGENT][NEUTRAL] OK, so you're calling in regards to a claim?
[CUSTOMER][NEUTRAL] Um, a mutual patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is Doctor [PII]'s office.
[AGENT][NEUTRAL] And let's see in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEGATIVE] I don't. It was regarding some paperwork y'all tried to fax us on [PII] to see if we filled it out, and I'm not seeing anything.
[AGENT][NEUTRAL] OK. You say you're calling from what doctor's office?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, it's a neurologist.
[AGENT][NEUTRAL] OK, let me check with her. Give me one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You've reached [PII] in the American Public Life claims department. My normal working hours.
[CUSTOMER][NEGATIVE] I was starving.
[AGENT][NEUTRAL] Thank you for holding, [PII]. She's currently not available. I can take a message to have her give you a call back, and this is in regarding records that was submitted, but you're not able to locate it. Do you have the person's name that the request was in regards to?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, she, mhm.
[CUSTOMER][NEUTRAL] Yeah, um, [PII], and I can give you his date of birth if needed.
[AGENT][NEUTRAL] OK, and that was [PII] you said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will give her this message and have her give you a call back. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, I can give you my fax number so if she just wants to send it that's fine.
[AGENT][NEUTRAL] OK, what is that fax?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I will give her this information.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO you have a good day.
[CUSTOMER][POSITIVE] Alrighty thank you bye bye.
[AGENT][POSITIVE] You you're welcome bye.