AccountId: 011433970860
ContactId: a04fee9b-717d-40ca-bafd-a99821c510ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91339 ms
Total Talk Time (AGENT): 55087 ms
Total Talk Time (CUSTOMER): 39512 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a04fee9b-717d-40ca-bafd-a99821c510ce_20250605T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from the Taio Health Center. You had called about a request for Mr. [PII].
[AGENT][NEUTRAL] Yes, some medical records. We had faxed over some medical record requests on [PII], and I believe he called a day, and I guess maybe spoke with someone at the doctor's office and they said they hadn't received our request and I refaxed it again today. So I was just trying to verify that y'all didn't get that request that was sent in on the [PII].
[CUSTOMER][NEUTRAL] OK, we actually did find it after we spoke to him. We just haven't been able to catch him to try to let him know it was forwarded to our record company on the [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm gonna give you the number for our record company because they should have already sent that out to you, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's actually they're probably they're at our hospitaled West Hospital so I'm gonna give you that number it's 205.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] 481
[CUSTOMER][NEUTRAL] 7166.
[AGENT][NEUTRAL] And what did you say your name again is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, I just wanna put in notes and then I, I call that, uh, particular facility and see did they get it from you all and, uh, yeah, and like I said, OK, we send it again today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah it should be in his chart um but we did send it to him and got confirmation on [PII] so they can they should be able to see it in his chart.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright. Thank you for calling me back, [PII], and you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] You too.