AccountId: 011433970860
ContactId: 70465aae-12fe-4615-9005-ed6f698d9461
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428309 ms
Total Talk Time (AGENT): 73716 ms
Total Talk Time (CUSTOMER): 73094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/70465aae-12fe-4615-9005-ed6f698d9461_20250604T20:13_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I got a letter um saying that uh.
[CUSTOMER][NEGATIVE] Y'all have not received my.
[CUSTOMER][NEUTRAL] Medical records from my doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I was just saying if if y'all don't receive them now been a week.
[AGENT][NEUTRAL] OK, I can check.
[AGENT][NEUTRAL] All right, I can check again. um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, my name is, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For the calls, uh, give me a minute. Hang on a minute. If you give me just a minute and I'll, I'll find my phone number here. Hell, I don't know it offhand.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Do you know the policy number?
[CUSTOMER][NEUTRAL] You know, the policy number offhand, [PII].
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEUTRAL] 00254.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 539 5.
[AGENT][NEUTRAL] Yeah, right. Thank you. And let's see, I need to verify some information for security. May I have the date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, the date of birth is um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the address is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you. All right, let's see.
[AGENT][NEUTRAL] OK. Let me review and see if we received anything recently, OK? Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] No, I don't mind.
[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.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] Yes if I had to.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I check and see if we have received anything that has been pending to be put in the system, but no, there is nothing that we have received as of today.
[CUSTOMER][NEUTRAL] OK, so that means my primary doctor hadn't sent no records in.
[AGENT][NEUTRAL] Correct. You need to probably contact the primary doctor and check and see if they have sent it, were they sending it to, or if they just have a delay on sending it, um, to see what, what can be done so we can receive those those as soon as possible, OK?
[CUSTOMER][POSITIVE] OK I sure will thank you for your time.
[AGENT][NEUTRAL] You're welcome, Mr. No. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that, that's all. Thank you very much.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APL. Have a good afternoon, Mr. No.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.