AccountId: 011433970860
ContactId: 69277d04-5d51-4617-8d35-6068362e92a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328459 ms
Total Talk Time (AGENT): 91270 ms
Total Talk Time (CUSTOMER): 113159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/69277d04-5d51-4617-8d35-6068362e92a5_20250605T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is uh [PII] um
[CUSTOMER][NEUTRAL] Tell them about a claim that I filed.
[CUSTOMER][NEUTRAL] And uh I have got a letter.
[CUSTOMER][NEGATIVE] Saying that uh y'all hadn't received my medical records back from my doctor.
[CUSTOMER][NEGATIVE] And my doctor says it's because y'all hadn't sent nothing sent nothing to them to release my medical regulation. The question.
[AGENT][NEUTRAL] OK. uh, Mr. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] 20254545395
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh one.
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[CUSTOMER][NEUTRAL] Email address is.
[CUSTOMER][NEUTRAL] Uh, send me your.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK, thank you sir and do you happen to have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, hold on one
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh I have to bring it up on my phone. I, I don't even know my own phone number, so give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and let me see what's going on. Give me one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, it's like, um, on the [PII], they sent a request to Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] And I don't show you received any.
[AGENT][NEUTRAL] Medical records yet, but
[CUSTOMER][NEUTRAL] Going to to them yesterday that they hadn't received that so I don't know if they gave me a fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said she said if you would fax it to him.
[AGENT][NEUTRAL] OK, let me see if I can get an examiner. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, thank you sir.
[CUSTOMER][NEUTRAL] Uh huh. You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], uh, I have an insured on the phone for his disability claims looks like we are awaiting medical records. He's saying his provider hasn't received the request and wanna know uh if he can be faxed to your office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I mean, yeah, he wants the request faxed to the office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, yeah, does he have that number?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] OK, um, if you want to just know that that's absolutely fine and just get the information you could put in a request and we'll definitely get that sent over.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. Um, they asked me to get that fax them from you and they'll send a request to the provider.
[CUSTOMER][NEUTRAL] OK. It's um 205.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 477.
[CUSTOMER][NEUTRAL] 6214.
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll send that request so they can send it to their provider. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am, I just hoping to see if I'm gonna ever get some money, but yeah, that's it.
[AGENT][POSITIVE] OK. Well, thank you so much, Mr. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You too and a good weekend.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye.