AccountId: 011433970860
ContactId: d4ddccb7-7050-47c4-ac47-8ae700970be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102180 ms
Total Talk Time (AGENT): 68886 ms
Total Talk Time (CUSTOMER): 51038 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d4ddccb7-7050-47c4-ac47-8ae700970be0_20250212T21:43_UTC.wav
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[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] returning your call.
[AGENT][POSITIVE] Yes ma'am, thank you for calling me back.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I was going to process [PII]'s, um,
[AGENT][NEUTRAL] Uh, disability claim for this month. Um, and it looks like the date is uh whited out and written over. Did they give you like any um
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] After summary notes or anything else showing when his next appointment he is?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, it doesn't show [PII] on what you got?
[AGENT][NEUTRAL] It, it does, but it's marked out. It, it looks like it was whited and then written in and um with the auditors, I have to, yeah, I have to verify that that's true.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, then maybe they.
[CUSTOMER][NEUTRAL] Maybe they changed it or something?
[AGENT][NEGATIVE] Right. Uh, so, um, and I, I have called uh Doctor [PII]'s office twice. And, um, I can't, I can't reach anyone, so I figured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I have the patient status report that shows that his next date is [PII] and there's, it's not whited out or anything so would I be able to just send you that right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, go ahead and send me that and um if it's not whited out I don't know why my copy whited out so I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, let me, uh so do you want me to upload it just to the file right now?
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][POSITIVE] OK, I'll do it right now.
[AGENT][POSITIVE] Wonderful. Thank you so much.
[CUSTOMER][POSITIVE] OK, OK, thank you. You, you should get it in a minute. Thank you.
[AGENT][POSITIVE] Thank you. Have a good afternoon. Bye.
[CUSTOMER][POSITIVE] OK, bye-bye. You too, thanks.