AccountId: 011433970860
ContactId: 656cb995-1227-412d-bd2f-cc68582bd72a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95900 ms
Total Talk Time (AGENT): 50518 ms
Total Talk Time (CUSTOMER): 34875 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/2025/06/11/656cb995-1227-412d-bd2f-cc68582bd72a_20250611T14:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, good morning, [PII]. My name is [PII], um, with Anderson County. I'm the HR director, but I'm also, my husband is employed with Anderson County trying to set up an account for him so he can file, uh, some claims, and it, it, it says his.
[CUSTOMER][NEUTRAL] He can't be found or the user information is.
[CUSTOMER][NEUTRAL] Um, let me get the message again it says.
[CUSTOMER][NEGATIVE] No user was found with this information.
[AGENT][NEUTRAL] OK, I'd be happy to assist, um, but this is his personal account that you're setting up?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, so, yeah, is, is he there with you?
[CUSTOMER][NEUTRAL] No, he's not.
[AGENT][NEUTRAL] OK, um, yeah, due to the HIPAA regulation, I would have to have his express permission in order to assist you with getting his online um service center set up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there any way he could give us a call back so that we can verify um if we have because normally if it's not catching it that that means we must have the wrong email address or we have a different email address than what what's being put in um but if he can call us so that we can verify um just clear him, ask him all the HIPAA verification questions and then um.
[CUSTOMER][NEUTRAL] Oh, maybe that
[AGENT][NEUTRAL] We can figure out what's going on.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] Yeah, all right then thank you.
[AGENT][POSITIVE] OK, thank you for calling APL you have a good day.