AccountId: 011433970860
ContactId: 2fd0d928-f477-4e24-a160-154761f9514f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130710 ms
Total Talk Time (AGENT): 52841 ms
Total Talk Time (CUSTOMER): 86755 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2fd0d928-f477-4e24-a160-154761f9514f_20250121T22:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] [PII], it is [PII] on the care team again. I'm getting all the cancer calls today.
[CUSTOMER][NEUTRAL] I'm telling you, um, I've got a weird one, it's an individual and I guess she's been talking to several people. She asked her to be [PII] and she said that she got a paper that has nothing but.
[CUSTOMER][NEUTRAL] Codes like numbers and such and she wanted to make sure if this was correct um and I told her really there's no way of knowing without seeing it so to go ahead and upload it but she gave me this code and it's very long. I don't know if it's something that you would recognize like it begins with an N.
[CUSTOMER][NEUTRAL] And has UN 1.2 at the end, does that sound like anything that we would need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, what is she doing this for? Surgery or something?
[CUSTOMER][NEUTRAL] It's, well, she did say she thinks this was for a medication. Um, I, but there, she said there's no text on this this what they gave her, yes.
[AGENT][NEUTRAL] A cancer?
[AGENT][NEUTRAL] A cancer drug, a chemo drug?
[CUSTOMER][POSITIVE] Yeah, yeah, Kinti is what she told me. She spelled it for me.
[AGENT][NEUTRAL] It would be, it would be a J code.
[CUSTOMER][NEUTRAL] It starts with this one starts with an N.
[AGENT][NEUTRAL] Mm mm. No, that wouldn't mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she needs to get back with the provider, this isn't what we need?
[AGENT][NEUTRAL] Um, from what, I mean, just, I can't say for sure cause just like you're saying, you, you know, you, you don't, you can't say, but the chemo drugs, um, normally start with a J.
[CUSTOMER][NEUTRAL] That's what I'm saying, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK interesting yeah this was all completely foreign to me. I'm getting all the curveballs, so should I just have her go ahead and upload it and we'll just kind of go from there?
[AGENT][NEUTRAL] That's, yes. um, but you can also let her know that that in code does not, you know, sound familiar. But maybe if the drug name is on there, then that would help also cause we can um definitely look it up by name and know. But um, but just if it's a code and no name, then no, that probably would be it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I appreciate your help again. Thank you bye.
[AGENT][POSITIVE] You're welcome. Mhm. Bye-bye.