AccountId: 011433970860
ContactId: 55cb6a9b-ba52-4654-9aad-0686a50646c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72699 ms
Total Talk Time (AGENT): 37256 ms
Total Talk Time (CUSTOMER): 39848 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/55cb6a9b-ba52-4654-9aad-0686a50646c1_20250501T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh hey [PII], this is [PII] how you doing?
[AGENT][POSITIVE] Hey. Good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I just have a quick question. I have an accident policy and it's for a gunshot wound.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the form says that we need the police report and then the doctor's part.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's saying how, how did she get to the doctor cause he was at a trauma unit so it was never the same doctor. So, uh she said she sent in the medical records, all the records thinking it would be good, but she doesn't know who to get cause he never had the same person.
[AGENT][NEUTRAL] That's OK, so if we have the medical records just get the police report.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if they're not, um, if they don't go to like a physician like that's treating them consistently and they're seeing in a trauma ward or an ER or something like that, um, we don't expect being able to get the physician's report, so the medical records are a really good replacement for that, um, but because it's a gunshot wound, we do still have to have the police report.
[CUSTOMER][NEUTRAL] I will let her know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Police report. OK. I got it. Well, thank you.
[AGENT][NEUTRAL] Yup.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] All right, bye.