AccountId: 011433970860
ContactId: 4e4e105c-9af8-4453-8080-e3a771b1649d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214029 ms
Total Talk Time (AGENT): 55114 ms
Total Talk Time (CUSTOMER): 68969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4e4e105c-9af8-4453-8080-e3a771b1649d_20250429T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I am good. um I have an insured spouse on the phone that says that she faxed in a disclosure to release information form or whatever it's called and uh she faxed it to the number on the bottom of the form which is not customer service phone uh fax number so I was wondering if you can check on these and see if we've got that form so I can speak to her.
[AGENT][NEUTRAL] Um, sure. Do you have a policy number? Yeah.
[CUSTOMER][NEUTRAL] If I give you the policy number.
[CUSTOMER][NEUTRAL] Mhm. Uh, one of them is 244-9431.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Um, let's see here
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm thinking that's claims fax number so I didn't.
[CUSTOMER][NEGATIVE] Because it's not customer service I'm not sure where it went.
[AGENT][NEUTRAL] Yeah, I know, I don't know. Let's see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But it's continuation of policy holder.
[AGENT][NEUTRAL] Yeah, I don't, I don't see anything that we've received. I checked in on-base. I don't have anything in there, um.
[AGENT][NEUTRAL] I don't know where else we would put the, besides entering it in the lion, the CHIP when we received it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. How about um 244-9463.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No I don't sell anything there either.
[CUSTOMER][NEUTRAL] OK, and I've got one more policy number 2449504.
[AGENT][NEUTRAL] She said she faxed it, right?
[CUSTOMER][NEUTRAL] Yes, uh huh, and the fax number is claims is fax number [PII].
[CUSTOMER][NEUTRAL] That's where she faxed it to, she said.
[AGENT][NEUTRAL] Oh, OK. Hold on, looks like we got it.
[AGENT][POSITIVE] Yeah, we got it on that that policy.
[AGENT][NEUTRAL] 244-9504.
[AGENT][NEUTRAL] Authorization to release to
[AGENT][NEUTRAL] What's her name? [PII].
[CUSTOMER][NEUTRAL] Truly, yes, uh-huh. OK, that's fine. All right, thank you.
[AGENT][NEUTRAL] Yeah, handling, yeah, handling of all, yeah, everything, so, yep.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye.