AccountId: 011433970860
ContactId: 616944cd-9160-4210-b5ce-c44d910b4be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174690 ms
Total Talk Time (AGENT): 64583 ms
Total Talk Time (CUSTOMER): 71953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/616944cd-9160-4210-b5ce-c44d910b4be4_20250522T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII]. I'm calling with Doctor [PII] Arena's office. Um, there's a claim number or a reference number that I have here for one of our patients that they want us to send the right notes, so I was just calling to get a fax number please.
[AGENT][POSITIVE] You're trying to get a I'm sorry.
[CUSTOMER][NEUTRAL] And it's exactly what
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So uh we're trying to um send the last progress notes and the pathology report or I don't know exactly what do you guys need um.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, um, and you were needing our fax number?
[CUSTOMER][NEUTRAL] Yes, and I don't know if you can check exactly what we need to fax.
[AGENT][POSITIVE] Yeah, I can get that pulled up for sure I can get that pulled up and we'll take a look um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you said you had that claim number?
[CUSTOMER][NEUTRAL] Yes, it's 3603037.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Alright, one moment.
[AGENT][NEUTRAL] OK. So all it is stating is that we are needing that pathology report. I don't see any other information.
[AGENT][NEUTRAL] That's needed that it's stating that we need um so I can give you that fax number as soon as you're I'm sorry go ahead.
[CUSTOMER][NEUTRAL] OK. So he
[CUSTOMER][NEUTRAL] He had 2 biopsies. Do you want me to send both?
[AGENT][POSITIVE] OK, please, that would be great.
[CUSTOMER][NEUTRAL] OK perfect what is the fax number?
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] So it's [PII]?
[AGENT][NEUTRAL] Correct and it would be attention claims department.
[CUSTOMER][NEUTRAL] Department, OK, and it's the actual name of the um place where I'm gonna send it is like American Public Life Insurance Company?
[AGENT][NEUTRAL] Yes, that's correct or APL.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] APL OK perfect then I'll go ahead and send it right now.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright sounds good thank you for giving us a call hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.