AccountId: 011433970860
ContactId: c85b4ddf-bfc5-4d5c-ac92-837065d2231a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153789 ms
Total Talk Time (AGENT): 53609 ms
Total Talk Time (CUSTOMER): 57608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c85b4ddf-bfc5-4d5c-ac92-837065d2231a_20250513T20:59_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thanks for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how you doing? This is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with you earlier about a police report and a discharge summary.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Give me 1 2nd to pull your policy up.
[CUSTOMER][NEUTRAL] OK, I need some.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was able for a reason of the when he sent it to me, I didn't open it up fully. Once I opened it up fully.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It wasn't it wasn't cut off.
[AGENT][POSITIVE] OK, yes, that the police report that information looks better we're able to read everything right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll let her review that one and let me look at the uh.
[AGENT][NEUTRAL] Other information that was sent in.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, they said they, they said they didn't have a discharge, somebody had to transfer because they transferred them.
[AGENT][NEUTRAL] OK, so they didn't have any notes?
[CUSTOMER][NEUTRAL] She said,
[CUSTOMER][NEUTRAL] It it's on the note.
[AGENT][NEUTRAL] The doctor
[CUSTOMER][NEUTRAL] I think it's documented that the ones I sent you, hold on.
[CUSTOMER][NEUTRAL] The document that he's being transferred due to.
[CUSTOMER][NEUTRAL] No, it's just a transfer sheet.
[AGENT][NEUTRAL] Mhm, just the transfer sheet so that none of the notes that they took when he came in uh.
[CUSTOMER][NEGATIVE] Nope, they didn't send it.
[AGENT][NEUTRAL] No. Mm.
[CUSTOMER][NEUTRAL] I have to look, not the um.
[CUSTOMER][NEUTRAL] If they can send that to me.
[AGENT][NEUTRAL] Yeah, cause they should.
[CUSTOMER][NEUTRAL] So you need the note that they took, yeah, when he was in the hospital.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll see if I can get there by tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so I've already I've already told the lady about it and she looked at it today and so that's been so I'll check again in the morning to see if something else has been uploaded so she can look at that also.
[CUSTOMER][NEUTRAL] And upload it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it.
[AGENT][POSITIVE] No problem have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye bye.