AccountId: 011433970860
ContactId: bb18f2eb-83b8-440e-8855-0bc17581f88c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127690 ms
Total Talk Time (AGENT): 61281 ms
Total Talk Time (CUSTOMER): 62081 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/bb18f2eb-83b8-440e-8855-0bc17581f88c_20250127T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII], I just got off the phone with somebody. My husband has APL through his work. And um we filled out a new authorization to discuss protected health information form so y'all can tell me because I deal with all the insurance with his claims and everything. And the lady gave me a fax number, but I was just informed, we no longer have a fax machine at work. So how else can I get it to y'all?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, you can actually email it to us, uh huh.
[CUSTOMER][NEUTRAL] Can I email it to somebody?
[CUSTOMER][NEUTRAL] OK, what's the email address, baby?
[AGENT][NEUTRAL] You betcha it's [PII]
[CUSTOMER][NEUTRAL] Wait a minute, spell that again, spell that again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Sorry, [PII], like I care about you, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh [PII] OK.
[AGENT][POSITIVE] Yes, perfect. And then, uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] You bet, that's it.
[CUSTOMER][NEUTRAL] OK, and they don't know what it I just need to send it to somebody's attention or say what it is in the subject line.
[AGENT][NEUTRAL] So you don't have to make it to anyone's attention. They'll understand what it is. I would just recommend having the policy number on there if it doesn't ask for it, um, explicitly, but.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Yeah, so they know exactly who to get it to, um, but then once they get that in, they'll be able to take care of it. Yeah, you can just put it anywhere on the paper.
[CUSTOMER][NEUTRAL] Should I write that on the form itself?
[CUSTOMER][NEUTRAL] Should I write that on?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I'll go ahead and do that right now. Thank you.
[AGENT][POSITIVE] Perfect, yes, it's my pleasure. Thank you for calling and you have such a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks bye bye.