AccountId: 011433970860
ContactId: a494073c-a255-4246-9944-6bae4486c038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370940 ms
Total Talk Time (AGENT): 78401 ms
Total Talk Time (CUSTOMER): 83055 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a494073c-a255-4246-9944-6bae4486c038_20250403T21:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. May I please speak to [PII]?
[AGENT][NEUTRAL] [PII], OK, sure, I can try to get her on the line, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. All right, thank you. Let me try to get Miss [PII] on the line and this is [PII] and care team, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, bear with me one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding Mr. [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have the policy number. May I tell you my social?
[AGENT][NEUTRAL] Oh, sure, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Have a claim number
[AGENT][NEUTRAL] OK, um, go ahead.
[CUSTOMER][NEUTRAL] 357-588-81
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she was just asking me to, to the policy number. OK, Mrs. [PII] I'm trying to get you connected, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] We spoke yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, so you call about that claim.
[AGENT][NEUTRAL] In particular, OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] I had a pathology report faxed today and I just wanna be sure it got there because we keep on having trouble.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, got you. OK, she said to go ahead and send you through. OK, one moment. Let me put her in the line with us, OK?
[CUSTOMER][POSITIVE] Yep, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi, is this Ms. [PII]?
[AGENT][NEUTRAL] Uh, no, this is all.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hi [PII], hi. OK, you're ready for her?
[AGENT][NEUTRAL] OK, let me put in.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] Is she just like wanting to update? OK.
[AGENT][NEUTRAL] Yeah, uh huh, so she said she sent something in today so she wants an update, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you for holding, Ms. [PII]. I got Ms. [PII] on the line, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, have a good afternoon.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII], how are you?
[CUSTOMER][POSITIVE] I'm good how are you today, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. um, so how may I help you today? You just wanna update from yesterday?
[CUSTOMER][NEUTRAL] Well, no, I, uh, talked to the dermatologist that we were wanting to fax the pathology report, uh, again, and I talked to him today and while I was on the phone she faxed the pathology report to the number that you gave me and she put the claim number on, uh, the fax, so I just wanted to be sure that all of that's together.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, do you know how long ago the fax was sent?