AccountId: 011433970860
ContactId: a9eccd5d-d001-41eb-b8df-24f41ba1d2b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69540 ms
Total Talk Time (AGENT): 40327 ms
Total Talk Time (CUSTOMER): 32727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a9eccd5d-d001-41eb-b8df-24f41ba1d2b7_20250226T15:53_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] Hey Ms. [PII], this is uh [PII] that I got off the phone with you about 10 minutes ago.
[AGENT][POSITIVE] Uh-huh. I still got you.
[AGENT][NEUTRAL] go, uh-huh.
[CUSTOMER][NEUTRAL] OK. I found it. I don't, I don't, I don't have anything from 200, the day you want it. I got the phone one and then I'm looking at it on my computer right now. I think I have them when I first started it was [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, now see, they got to send, they got to send us the information. You call them and see that they get the request.
[CUSTOMER][NEUTRAL] And that was for a biopsy.
[CUSTOMER][NEGATIVE] They said they can't do that. They said they told me they couldn't do that. They can't do that.
[AGENT][NEUTRAL] OK, well, uh, all I can tell you is, uh, I can, uh, I can, I can have the adjuster that's working on this call you back because, uh, all I know she needs medical records. I'm gonna let her tell you what she need and what, what needs to be done. What's your phone number again?
[CUSTOMER][NEUTRAL] [PII]. So I can't print them out and send it to y'all because I'm looking at them right now on my my chart thing.
[AGENT][NEUTRAL] I'm gonna let, I'm, I'm, I'm, I'm gonna let her be able to tell you that. Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK, I have the, the just for the call back. OK, alright.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Oh, thanks.
[AGENT][POSITIVE] You're welcome. Bye-bye.