AccountId: 011433970860
ContactId: d3ea7b46-df54-4de4-96fd-7b4adfbf992d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222149 ms
Total Talk Time (AGENT): 83514 ms
Total Talk Time (CUSTOMER): 84088 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d3ea7b46-df54-4de4-96fd-7b4adfbf992d_20250318T17:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can I speak to [PII], please? I think it's [PII].
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Take the ramp on the left.
[AGENT][NEUTRAL] Alright, and Ms. [PII], is the [PII] the best contact number for you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and is it OK if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Turn left
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So [PII], when I went to her, she's out of the office, but she's been gone for about 22 minutes. I don't know if she's gone on lunch or she's gone for the rest of the day. Did you want me to send her a message to to give you a call back?
[CUSTOMER][NEUTRAL] Can I leave a message for her through you or?
[AGENT][NEUTRAL] Yeah, you can leave a message with me. I mean, I'm gonna give it to her either way.
[CUSTOMER][POSITIVE] That would be great. Could you just tell, yeah, thank you so much. Could you tell her please that uh if this is, I'm calling on behalf of my husband [PII], and you spell his last name [PII] and his policy number is, one second, bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His policy number is 2521406.
[CUSTOMER][NEUTRAL] And they wanted additional medical records. Could you tell her please that I have faxed her a 2 or to the claims department 24 pages from [PII]'s additional medical records that they asked for.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And if there was anything else they need could they call me back?
[CUSTOMER][POSITIVE] If someone's able to call me to confirm that they've received the fax and they've moved forward with processing his claim, that would be fabulous.
[AGENT][NEUTRAL] it was we have see the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Mhm. So, um, the, I'm just gonna paraphrase what I put, but I put you're calling for your husband, [PII].
[CUSTOMER][NEUTRAL] OK, dear.
[AGENT][NEUTRAL] Um, [PII] Policy number 25214066, um we wanted additional medical records and you faxed over to claims 24 pages of additional records and if there's any questions to give you, to give you a call and to call to confirm that the fax has been received.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That would be marvelous. I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome. I'm gonna go ahead and send this over now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, dear. I appreciate all your assistance.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too now thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.