AccountId: 011433970860
ContactId: 6f1063c1-d5f8-4103-ae9f-33a6a2f535b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 783559 ms
Total Talk Time (AGENT): 55783 ms
Total Talk Time (CUSTOMER): 165513 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/6f1063c1-d5f8-4103-ae9f-33a6a2f535b3_20250131T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, so, my name is [PII] and I'm calling from MCS Group.
[AGENT][POSITIVE] Thank you. And how may I assist you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, so, actually, we send a legal request through the mail. So could you please help me that do that receive our request through the mail. Just make a confirmation for that.
[AGENT][NEUTRAL] A a request of what? I'm sorry, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, we send you a legal request through the mail. So could you please send that because for the lat is on purpose.
[AGENT][NEUTRAL] OK, when you say.
[CUSTOMER][NEUTRAL] Calling behalf of attorney, we send you a request.
[AGENT][NEUTRAL] OK, when you say legal
[CUSTOMER][NEUTRAL] Via mail. So could you please
[AGENT][NEUTRAL] I'm so sorry, Mr. [PII]. I'm not really under. OK. Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, please go ahead. Please go ahead. Please go ahead. Not an issue. Please go ahead.
[AGENT][NEUTRAL] OK, I'm not understanding what do you mean by legal request with an appeal?
[AGENT][NEUTRAL] subordination and appeal. What type of request?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK. So, request for the required insurance records for one of, one of person name is [PII].
[CUSTOMER][NEUTRAL] Horseback.
[CUSTOMER][NEUTRAL] For this person, we send to you a legal request that we require insurance record for a purpose.
[CUSTOMER][NEUTRAL] That is why we send you a mail. So could you please confirm that you guys received our mail because we send a certified mail.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a policy number for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't have policy number, but actually I have SSN number and patient name and date of birth also I have. Also, I have patient, I'm sorry, person name is, uh, person name, first date of birth, person SSN number, as well as his uh address I have.
[AGENT][NEUTRAL] OK, um, one moment. Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And please note down the MCS number MCS request ID.
[CUSTOMER][NEUTRAL] That's 74874.
[CUSTOMER][NEUTRAL] 21.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] This is MCS ID. If call is in case uh disconnect, so just give callback number, call, call back and just this MCID. That's everything is OK. Mhm mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][NEUTRAL] idea
[AGENT][NEUTRAL] What is the social security number for the member?
[CUSTOMER][NEUTRAL] Oh sure, sure. Social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What address did you send the certified mail?
[CUSTOMER][NEUTRAL] OK, so the address is that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. ZIP code is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And um may I have the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh sure. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let me um view this information really quick. Do you mind holding for me?
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.