AccountId: 011433970860
ContactId: c54f6e3a-67d5-498a-a5c4-dc601efa7884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102199 ms
Total Talk Time (AGENT): 18198 ms
Total Talk Time (CUSTOMER): 56009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c54f6e3a-67d5-498a-a5c4-dc601efa7884_20250528T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a claim that is waiting a release of information. Um, would it be easier to get into my claim first and get all that out of the way?
[CUSTOMER][NEUTRAL] Before I give you the specifics.
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] No, that's OK just so that I understand uh what's going on are we just checking to see if there's been an update regarding this claim or did you have a specific question about it?
[CUSTOMER][NEUTRAL] No, ma'am. I, no, I spoke with someone earlier who said that we're waiting on a release of medical information from one of my providers. A letter was sent to the provider, but I was told that I could call back with the fax number to give y'all so that we could do this in fax, and I didn't have to wait for the postal service to come through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'd like to give you all the fax number and email if possible.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can definitely get that information from you. I'm so sorry um what was your.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. What was what?
[CUSTOMER][NEUTRAL] Oh no. Hello?
[CUSTOMER][NEUTRAL] Oh, please bear with me.
[CUSTOMER][NEUTRAL] You got me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Shit