AccountId: 011433970860
ContactId: 5af256f7-8e25-44f1-927a-55efd3f3e50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188449 ms
Total Talk Time (AGENT): 69719 ms
Total Talk Time (CUSTOMER): 101012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5af256f7-8e25-44f1-927a-55efd3f3e50f_20250227T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is uh [PII].
[CUSTOMER][NEUTRAL] Uh, let me give you my date of birth, and all other information then I'll tell you what I'm doing. OK. My date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII] and my account number is [PII].
[AGENT][POSITIVE] OK thank you um can I also get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right appreciate it [PII] and I appreciate you verifying that information. Uh, what can we do for you today?
[CUSTOMER][NEUTRAL] OK, they said they needed, they, I talked to her lady this morning. She said that they had sent a letter.
[CUSTOMER][NEUTRAL] To Doctor Who them about my medical records for my uh cancer treatment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They need me rep. I just, I forgot I got my chart, so I just printed them out.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I need y'all fax number so I can go ahead and fax it over to y'all. I'll email it to you. What it is is uh.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] They say what are they gonna be doing to me, you know.
[CUSTOMER][NEUTRAL] Uh, I went over there to see last results with the [PII] at a certain time. I got all that with me right here. So I just printed off my computers like.
[CUSTOMER][NEUTRAL] 12346.
[AGENT][NEUTRAL] Got you. OK, alrighty, let me know when you're ready and I will give you that um fax number.
[CUSTOMER][NEUTRAL] Like a fish.
[CUSTOMER][NEUTRAL] Yeah, go, go ahead.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 36 0 sure.
[CUSTOMER][NEUTRAL] OK, wait a minute. 87877, go on.
[AGENT][NEUTRAL] 877365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] 942-3. OK, so I got the ones that I went for this month to see him and everything else I did, I guess a bone scan and all that stuff, body scan, bone scan and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Everything else. Um, another question I was gonna ask y'all. So do I need to give them.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My insurance thing to them so they can send you all my bills from now.
[AGENT][NEUTRAL] You can um it really does depend on each provider some uh will accept this and some won't, um, but I would definitely ask them if they would be able to do that for you so you don't have to worry about it.
[CUSTOMER][NEUTRAL] OK, so I need to call them and give them my what do I need to give to them when I do this?
[AGENT][NEUTRAL] Honestly, uh, just the policy number, um, and if they need to give us a call, uh, to verify information or to see where to send claim information they are more than welcome to give us a call. We talk to providers all the time.
[CUSTOMER][NEUTRAL] OK, you give me a fax number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Give my give me your phone number or your fax number. We're not gonna call and give him this information right now.
[AGENT][NEUTRAL] You can give them our phone number um and they can give us a call if they need to verify any information.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you, ma'am.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Oh.