AccountId: 011433970860
ContactId: a74f84dd-76cc-4714-a9de-e724a2902182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57409 ms
Total Talk Time (AGENT): 20310 ms
Total Talk Time (CUSTOMER): 33592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a74f84dd-76cc-4714-a9de-e724a2902182_20250501T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Social Security disability to ask if you hold the medical records.
[AGENT][NEUTRAL] If we hold medical records?
[CUSTOMER][NEUTRAL] Yes, if we send you a medical records request, would there be a reply, or do you not, uh, hold, um, medical records a claimant listed, uh, the [PII] as a treating source?
[CUSTOMER][NEUTRAL] Um, so I wanted to ask
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] So we're the insurance company. We don't have the, I mean, if it's presented to us, we get them, but we're not, this isn't like the doctor's office.
[CUSTOMER][NEUTRAL] OK, so if I were to send a records request there'd be no nothing to supply, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK all right perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.