AccountId: 011433970860
ContactId: ceabc15f-6744-47e6-a828-35aa1cbadfdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460660 ms
Total Talk Time (AGENT): 66446 ms
Total Talk Time (CUSTOMER): 96139 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ceabc15f-6744-47e6-a828-35aa1cbadfdc_20250306T16:45_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] OK, is she expecting your call?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, just a second please, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02548800.
[AGENT][NEUTRAL] 8800.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, and let me go ahead and get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one second. I'm gonna get you verified and then reach out to [PII] and then we can get you transferred, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify your date of birth and your complete mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you for for that information, [PII], give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Don't
[AGENT][NEUTRAL] Give me one moment, I'll let her respond and then I'll get you transferred over, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] And what additional information, [PII], did you need?
[CUSTOMER][NEUTRAL] Additional information for
[CUSTOMER][NEUTRAL] No, I just need to talk to her about the uh paper that I faxed yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment still waiting.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It looks like she's on another call. Um, would it be OK for for her to call you back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I said, I faxed a paper yesterday, but uh I didn't get a, oh, you got it?
[AGENT][NEUTRAL] Yeah, I see it.
[AGENT][NEUTRAL] Yeah, I see them.
[CUSTOMER][NEGATIVE] Oh, you see the paper, that's mainly what I was calling for because it didn't give me a confirmation, so I wasn't sure whether it went through. I, I sent it twice, so, uh, but neither of the two times. Uh, it's a, um, yeah, the authorization to use or disclose protected health information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, what did you send? Is it, did you send an authorization?
[AGENT][NEUTRAL] OK, we have it.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] And let me take a quick look at it while I have you here. I can do that.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, I see it here.
[CUSTOMER][NEUTRAL] OK, so that's, that's, everything looks OK?
[AGENT][NEUTRAL] Yeah looks like we got it twice but yes it's here.
[CUSTOMER][NEUTRAL] I know, I know, I sent it twice because the first time, like I said, I did not get a confirmation, so I didn't know. But the second one, I didn't get a confirmation either, so that's why I was calling.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, all right, we do have them here.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right.