AccountId: 011433970860
ContactId: 91e285b6-e374-4574-b18e-0f990a402b48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298179 ms
Total Talk Time (AGENT): 114666 ms
Total Talk Time (CUSTOMER): 68188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/91e285b6-e374-4574-b18e-0f990a402b48_20250326T22:06_UTC.wav
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[CUSTOMER][NEGATIVE] Like you and I need to put oil in your damn.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I don't have my policy number, so I'm gonna provide you with my social.
[AGENT][NEUTRAL] OK, I can take your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] Your parents told me I need to deliver that for trash bags. I never did not so bad.
[AGENT][NEUTRAL] OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] Now what you
[AGENT][NEUTRAL] Uh, I believe I have your policy pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] address [PII] and what else you need?
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Your email address and your phone number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] 131, uh my phone number is [PII].
[AGENT][NEUTRAL] Thank you and Ms. [PII], if we get disconnected, is this a good number to call you back on the one you just gave me?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] I'm calling you because I received a letter in the mail saying that additional information was needed by Doctor [PII]. Problemaically when I contacted Doctor [PII] today, they let me know that they hadn't been sent anything yet. So I just wanted to verify that you have the correct, um, fax number.
[AGENT][NEUTRAL] OK, let's look it up, um, I'm gonna look and see.
[AGENT][NEUTRAL] OK, it looks like, um, yes, you're correct that they were uh asking for medical records from Doctor [PII].
[AGENT][NEUTRAL] So what I'm going to need to do is transfer you on over to the claims examiner so that they can verify the fax number that they have to talk to Doctor [PII] compared to what you have, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great, great.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks for calling APO.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got um Ms. [PII] on the phone. Her policy number is 256-9668.
[AGENT][NEUTRAL] The number she is calling from is a good callback number, and she's calling because.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] saw that her claim was pended for medical records from Doctor [PII] on claim number.
[AGENT][NEUTRAL] Let me give you the claim number. Well, it doesn't, it's 30, you have it good. OK. Well, she said that Doctor [PII] said that they have not received anything from us and she wants to verify the fax number that we have compared to his fax number to make sure we're sending it to the right place.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Give me one second just to pull that information up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can send her on over.
[AGENT][POSITIVE] OK, thanks, Ms. [PII]. You have a blessed night.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You as well thanks.