AccountId: 011433970860
ContactId: 903a7b82-c090-4e91-81e8-2e9d0e2701ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202720 ms
Total Talk Time (AGENT): 54425 ms
Total Talk Time (CUSTOMER): 61198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/903a7b82-c090-4e91-81e8-2e9d0e2701ae_20250610T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling um.
[CUSTOMER][NEUTRAL] To see if um.
[CUSTOMER][NEUTRAL] If y'all received my medical records yet.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, it's um 02.
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] 539 5.
[AGENT][NEUTRAL] Right, give me just one moment.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am showing that they are still, it is still under review. We haven't gotten them yet.
[CUSTOMER][NEGATIVE] Well, that don't even make no sense. I mean, I did this a week ago. I mean, I got this letter made the.
[CUSTOMER][NEUTRAL] The one
[CUSTOMER][NEUTRAL] My doctor said that y'all had sent nothing and I just gave them the facts a week ago, so I figured, I mean.
[CUSTOMER][NEGATIVE] I don't understand what's going on with this mess.
[AGENT][NEUTRAL] On 1 2nd.
[CUSTOMER][NEGATIVE] This is a headache.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, it looks like we sent them a fax um of the information needed on the [PII].
[AGENT][NEUTRAL] So we're just waiting for that we allow them up to 30 days to uh give us those records.
[CUSTOMER][NEUTRAL] Uh, but
[AGENT][NEUTRAL] Um, but you might want to call them and check and see if they sent it to us because I'm not able to see it, um, anything has having been sent over yet.
[AGENT][NEUTRAL] I'm still showing that we're waiting for that mhm.
[CUSTOMER][NEUTRAL] OK I sure will.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Great, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh ma'am, that's it. Like I said, this has been a battle for a month now, so yeah, um.
[AGENT][POSITIVE] Yeah, I am sorry about that.
[CUSTOMER][POSITIVE] I'll, I'll see if I can get in touch with them, find out. Alright, thank you.
[AGENT][POSITIVE] Alright, thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] Bye bye.