AccountId: 011433970860
ContactId: 988700a4-d10f-4669-ba7f-c523fc69117d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449820 ms
Total Talk Time (AGENT): 76395 ms
Total Talk Time (CUSTOMER): 67849 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/988700a4-d10f-4669-ba7f-c523fc69117d_20250108T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII] with Doctor [PII]'s office.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I was calling to speak to Mrs. [PII]. She called us again today. Um, I was just calling to let her know, I guess she was wanting to know if we received the paperwork.
[AGENT][NEUTRAL] OK, let me, what policy number is this regarding?
[CUSTOMER][NEUTRAL] This isn't a I don't know what their policy number is, but they y'all fax us some paperwork to fill out for patients.
[AGENT][NEUTRAL] OK, what's the patient's name?
[CUSTOMER][NEUTRAL] This is a
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK, give me one moment to see if I can reach out to her and see if she knows what this is regarding because there should be a policy number associated with it. OK, and what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. All right. Give me one moment to reach out to her. Thank you.
[CUSTOMER][NEUTRAL] Alright thank you. 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 patiently waiting, uh, Ms. [PII]. I'm gonna go ahead and transfer you to her, OK? One moment. And is there anything else I can help you with today or that's all?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All righty. Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for your time and your patience. Hang on the line one moment. Thanks for calling APO. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's me, [PII]. I had to figure out, girl, how to transfer. I've been off for two weeks. I don't know. I don't know what to do. I, I'm lost, I gotta get back with the program.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] So let me send her over and um I couldn't verify anything because um she said she didn't have a policy number but I do have a callback number if you want you want that.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, is it the um [PII]?
[AGENT][NEUTRAL] [PII]. Mhm. That's it.
[CUSTOMER][NEUTRAL] Uh, [PII], I mean that's the fax number, um.
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, yeah, yeah.
[AGENT][POSITIVE] Yeah, OK, you got it. All right, here she comes. Have a good one, OK. All right, bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII].