AccountId: 011433970860
ContactId: 4a11746e-f67b-44a2-94c5-ad8f0159497a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86500 ms
Total Talk Time (AGENT): 14921 ms
Total Talk Time (CUSTOMER): 33898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/4a11746e-f67b-44a2-94c5-ad8f0159497a_20250415T21:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line um who sent us that she faxed a um.
[CUSTOMER][NEUTRAL] Uh, authorization form, the third party authorization form, and she wants to know if we've received that. I don't see it in the CLHIP. Uh, she said she sent it on the [PII] I believe. Now I do see something under claims that's pending, but I don't know that that would show up under Amtrak.
[AGENT][NEUTRAL] OK, I, I think third party authorization, I think usually goes to claims instead of customer service doesn't it?
[CUSTOMER][NEUTRAL] Did I
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Now I did have one in in my work flow today um and.
[CUSTOMER][NEUTRAL] I'm not quite sure.
[CUSTOMER][NEUTRAL] Oh, are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello?