AccountId: 011433970860
ContactId: 3858a108-89e4-42e7-afa7-fd3ab88c5397
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537809 ms
Total Talk Time (AGENT): 176106 ms
Total Talk Time (CUSTOMER): 150291 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3858a108-89e4-42e7-afa7-fd3ab88c5397_20250115T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII], um, I'm just calling to request fax back for 2 patients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with fax back. um, can I please get your call back number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be a looks like a mother and child, so it's gonna be [PII] 12:15 of 70 0 sorry, did you need the ID number first? I'm so sorry.
[AGENT][NEUTRAL] No, ma'am, no, you can give me the name first, that's fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK, um, [PII], uh, 12-1578, and for a child [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. Yes, it's 02003556.
[AGENT][NEUTRAL] What's the child's name. OK, Ms. [PII], and what is their policy number?
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK, because I requested for a sacks back and then they just gave me double of like the other [PII] of the other family and then they were missing [PII] and [PII].
[AGENT][NEUTRAL] OK, so on the fax back that you received before, they didn't list the names out on it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] It did, uh, they actually sent me 2 of [PII] and then 2 of [PII] when they meant to send me one of [PII] and [PII].
[CUSTOMER][POSITIVE] They sent me double of yes that's why.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK, OK, OK, alright, so you just really need another one sent that has individual names on it, um, even though the fax back is the same for their chart.
[CUSTOMER][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] It did have the name oh no no it it was actually had the patient's name on it on the fax back.
[AGENT][NEUTRAL] OK, OK, good deal alright I'll make sure um let me go ahead I'm gonna put you on hold while I get those fax backs together for you and send them to you to make sure they go through and then as soon as I've got them sent I'll get back on and let you know that they're on their way.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] you're welcome have a great one OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] OK. Thank you so much, Ms. [PII]. It's gonna be on hold for a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] UTBA.
[AGENT][NEGATIVE] Total fax back.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number is 2003556.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Cancel.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got them um ready. Can you please give me your fax number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get the first one on its way to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Your
[AGENT][NEUTRAL] OK, I've sent the first one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then we're gonna change the 2nd 1 to Ms. [PII].
[AGENT][NEUTRAL] Got [PII] on the way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. It's not a problem at all.
[CUSTOMER][NEUTRAL] And uh is your name spelled [PII] I? Did I get that right?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] You're very close. It's [PII]
[CUSTOMER][POSITIVE] Ah, that, that I always gets me.
[AGENT][POSITIVE] Yes, and I used to tell my mom when I was little, I said, you would give me the boy way how to spell it.
[CUSTOMER][NEUTRAL] Why we, we like to make things complicated. I did the same to my daughter. She's like, Why? Why didn't you just do the original spelling? I don't know. I just want it to be different.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I did the same thing to my daughter because growing up I could never find anything that had my name on it um because [PII] wasn't, wasn't popular then. So I swore I'd never do that to any of my kids and I'll be doggone if I didn't do it to my daughter. I named her [PII] and I spell it [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And my middle name is [PII], like [PII], but with a [PII], and I gave her my middle name and I thought, oh, she's never going to find anything that she can't even find [PII]'s room to put on her door.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Oh my gosh, my daughter, yeah, my daughter always has to be customized unfortunately I'm like I'm sorry.
[AGENT][NEUTRAL] Sure did do it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] But I love you anyway.
[CUSTOMER][POSITIVE] Exactly, exactly.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that 2nd 1 on its way to you, so they should be getting there shortly.
[CUSTOMER][POSITIVE] Awesome and I'm assuming the reference number is just your name and today's date.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Awesome thank you so much have a blessed day.
[AGENT][POSITIVE] You have a blessed thank you Miss [PII] thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too take care bye bye.
[AGENT][NEUTRAL] Bye bye.