AccountId: 011433970860
ContactId: c1bf1fb3-3123-4c6b-a4b5-3643bf649719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147380 ms
Total Talk Time (AGENT): 52487 ms
Total Talk Time (CUSTOMER): 87201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c1bf1fb3-3123-4c6b-a4b5-3643bf649719_20250203T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the cancer team. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing OK I guess for Monday.
[CUSTOMER][NEUTRAL] OK, I have a question, um.
[CUSTOMER][NEUTRAL] There, somebody had called on Friday and they spoke to
[CUSTOMER][NEUTRAL] Is it [PII]? It's [PII]. Well, and the car team. And um she gave her the person calling on the email address to send over some documents.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have a way of checking to see if because I can't check. I mean, because we don't have access to an email, but it was sent to the care team's email um but I don't see any documents uploaded in the system so I don't know how that works.
[AGENT][NEUTRAL] OK, so let me get it right.
[AGENT][NEUTRAL] [PII] sent a request by email to have documents sent to an insured. Is that correct?
[CUSTOMER][NEUTRAL] No, so an insurance representative called and [PII] gave her an email to send over documents.
[CUSTOMER][NEUTRAL] So, I mean, let me rewind. So [PII] told the rep, because the, the member passed away in [PII], and I guess we never received the, the death certificate or third-party authorization. So the sister was calling to see if we received the email Friday that she sent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To that email that [PII] gave her.
[CUSTOMER][NEUTRAL] But I can't see anything so I don't know if it's if, if y'all received it and just haven't uploaded or I don't know how that works so I'm just trying to find out so I know what to tell her.
[AGENT][NEUTRAL] That would be um customer service.
[CUSTOMER][NEUTRAL] OK, so when it's sent to the email address, it goes to customer service.
[AGENT][NEUTRAL] I'm in the care team now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, we send it to the care team and we have a team that works the emails they distribute the emails where they're supposed to go to.
[AGENT][NEUTRAL] So I would check customer service and see if they um if anybody has anything in their work flow that they're working on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it just hasn't been uploaded to Onase yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I thought I'd say like thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's OK. You're welcome, [PII]. Thanks. You have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Mhm bye.