AccountId: 011433970860
ContactId: 7c247958-08fa-463e-90b3-e7ba43f3ce6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188059 ms
Total Talk Time (AGENT): 30577 ms
Total Talk Time (CUSTOMER): 60191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7c247958-08fa-463e-90b3-e7ba43f3ce6f_20250109T19:59_UTC.wav
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[AGENT][NEGATIVE] This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Good how are you love?
[CUSTOMER][NEGATIVE] I'm doing OK. Um, I have an insured on the other line. She's extremely frustrated. I need some help with a fax. She said she sent a fax on [PII]. It should be like her doctor's note saying that she's gonna be out of work.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I tried to look in on base and I see 3 things from the [PII], but when I click it, nothing happens.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 620424.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Is it Cynthia Page?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is she talking about the claim that just was uploaded on the [PII]?
[CUSTOMER][NEUTRAL] Oh, so I saw that those are from her physical therapist, but she's, um, she said it should, should have been on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Hm, let me look in indexing, see if it's been indexed.
[CUSTOMER][NEUTRAL] OK. Let me check that with her, OK?
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] She's now asking, can I, can she talk to the person who uh examines her claims cause that's not me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm gonna see who processed her last claim and try to get her with them.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sounds good it's crispy.
[CUSTOMER][POSITIVE] All right. Thank you so much. It's [PII].
[AGENT][POSITIVE] No problem, uh huh, no problem, mhm, bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Bye bye.