AccountId: 011433970860
ContactId: 9d9fe3b2-6012-4a75-8071-a37b1020b1a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444739 ms
Total Talk Time (AGENT): 97570 ms
Total Talk Time (CUSTOMER): 71769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9d9fe3b2-6012-4a75-8071-a37b1020b1a7_20250411T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, sir, this is [PII]. I just received a message from uh [PII], and she left a message saying that they failed again to tell me that I needed a document for my claim. And I was wondering if by any chance [PII] left a note in the computer so we don't have to play phone tag.
[AGENT][NEUTRAL] OK, yeah, let's look. Do you.
[CUSTOMER][NEUTRAL] But she didn't leave an extension or anything?
[AGENT][NEUTRAL] OK. Do you have your policy? I can check notes on it.
[CUSTOMER][NEUTRAL] I can give you my social my social so you can look it up.
[AGENT][POSITIVE] OK, that's totally fine.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, thank you. Give me just one moment here.
[AGENT][NEUTRAL] Alright, [PII], I've got your policy here. I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[AGENT][NEUTRAL] So, looks like last note in here, contacted member advising that we need pathology report for first diagnosis.
[CUSTOMER][NEUTRAL] For the first diagnosis?
[AGENT][NEUTRAL] Yeah, it says first diagnosing left voicemail.
[CUSTOMER][POSITIVE] OK, so [PII] bless. This is like the 5th document I've sent y'all, and now y'all need the one from the very, very original first time it happened.
[AGENT][NEUTRAL] That's what she put in the notes. Yes, I can reach out to her and send her a message if you want me to double check on it. But the note that she left was contacted member to advise we are needing path report first diagnosing cancer, left voicemail message.
[CUSTOMER][NEUTRAL] OK, it's not diagnosing cancer saying that I have a preexisting condition.
[CUSTOMER][NEUTRAL] Like I don't have cancer.
[AGENT][NEUTRAL] OK, let me send [PII] a message and see if she's able to.
[AGENT][NEUTRAL] Speak with you in regards to it.
[AGENT][NEUTRAL] Can you give me just a second to reach out to her?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if anything happens on the call is [PII] the [PII] number the good call back number?
[CUSTOMER][NEUTRAL] Yes, but I'm at work with kids, so a lot of times I can't answer it. That's reason they've been leaving me voicemails, but then we end up playing phone tag.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] But there's no way to directly call people back.
[AGENT][NEUTRAL] OK, um, she just sent me a message that she's available, so I'm just gonna place you on hold, get [PII] on the line.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then transfer you to her, OK? All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. I just wanted to do a warm transfer before I sent [PII] over. Do you need any info of hers like policy or anything?
[CUSTOMER][NEUTRAL] Um, you can go and give it to me.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Good afternoon. Thanks for calling AP [PII]. This is Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.