AccountId: 011433970860
ContactId: ce84cbd7-5645-42c7-b2ab-3b1439ddecb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358480 ms
Total Talk Time (AGENT): 132288 ms
Total Talk Time (CUSTOMER): 94509 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ce84cbd7-5645-42c7-b2ab-3b1439ddecb7_20250521T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I was supposed to receive a fax from you guys for a couple patients and I have not received that.
[AGENT][NEUTRAL] You're looking for a
[AGENT][NEUTRAL] Did you say a fax back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's it's [PII] and it's [PII].
[AGENT][NEUTRAL] Alright, and what is the first patient needing the fax back? What's their policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I think they have the same policy number because I think it's under their mom it's 025.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 84622 it should be [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Um, yes, let me get to her. Let me get back on my.
[AGENT][NEUTRAL] I only need one because if they're under the same policy, it'll be the same fax back, so I only need one of their, their birthdays.
[CUSTOMER][NEUTRAL] Thing here
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Let me pull them up.
[CUSTOMER][NEUTRAL] Let me find them here real quick.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see, [PII]'s birthday is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And you said you didn't get them from yesterday?
[CUSTOMER][NEGATIVE] Um, no, it's been, I just called this morning and I still haven't received them.
[AGENT][NEUTRAL] Oh, OK, it could take some time but I'll go ahead and send another one just in case.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm gonna go ahead and send it if that's all right with you while we're on the phone that way you know you have it or if you're in in if you're in a hurry, I can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do it right after this call. OK. OK.
[CUSTOMER][POSITIVE] No, I'm good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And since they have the same insurance, do you need me to have a different backpack for each of them, or are you OK with just putting
[CUSTOMER][NEUTRAL] And whenever you're ready.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] One of them on here.
[CUSTOMER][NEUTRAL] Um, can I get two different ones?
[AGENT][NEUTRAL] OK, I'll send the first one while we're on the phone, and I'll send the second one, afterwards just because I don't need you, I don't want you to have to sit on the phone for both of them because I have to enter everything in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Well, I guess if you just in one does it have both their names on it.
[AGENT][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] Can you remind me what the other one's name is?
[CUSTOMER][NEUTRAL] Yeah, just fill in one if you need.
[CUSTOMER][NEUTRAL] Honor [PII]
[AGENT][NEUTRAL] OK, there we go.
[CUSTOMER][POSITIVE] Yeah just send just send it just some one together.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me read it back to you. [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] All right, let me make sure.
[AGENT][NEUTRAL] My computer is still on the morning, so it takes, it takes some time.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][POSITIVE] That's totally fine.
[AGENT][NEUTRAL] We have to wake up before they do.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I just sent that. It shouldn't take long. Um.
[CUSTOMER][NEUTRAL] Too long. OK.
[AGENT][NEUTRAL] Yeah, typically it's within 5 to 10 minutes, um.
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][NEUTRAL] If you don't get one by the end of the by after lunch, go ahead and give us a call back.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] Right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right thank you no ma'am you've been great thank you so much.
[AGENT][POSITIVE] Great, thank you for, have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too uh huh bye bye.
[AGENT][NEUTRAL] Right, bye.