AccountId: 011433970860
ContactId: e053b72c-34f6-4fb6-823f-74aa1d8fe31c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262000 ms
Total Talk Time (AGENT): 86986 ms
Total Talk Time (CUSTOMER): 137230 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/e053b72c-34f6-4fb6-823f-74aa1d8fe31c_20250115T21:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just was hoping to get your fax number by chance.
[AGENT][NEUTRAL] Oh, OK, what's your name?
[CUSTOMER][NEUTRAL] This is [PII] from Laing Bryant.
[AGENT][NEUTRAL] And [PII], are you calling from a provider's office or the insured?
[CUSTOMER][NEUTRAL] Uh, I'm, I'm the insured.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have my social security if you can look it up that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII], yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see give me one moment.
[AGENT][NEUTRAL] And [PII], it's just regarding your accident policy or disability. OK, I see that.
[CUSTOMER][NEUTRAL] Disability
[CUSTOMER][POSITIVE] I do yeah.
[AGENT][NEUTRAL] What's a good phone number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] [PII] I'm gonna ask you three more security questions and then we can proceed. Um, what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and mailing address [PII].
[AGENT][NEUTRAL] Alright, and your email address on file?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're wanting to know the fax number? I have that for you.
[CUSTOMER][NEUTRAL] Yeah, I had my, um, my, uh, my doctor as yesterday we had sent over, um, updated, um, um, medical records just because the last one they they weren't it was not legible and, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh are you able to just to verify um that it is legible this time?
[AGENT][NEUTRAL] Yes I can. Let's see, I think there's a note in the system.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Uh, it is stated today. It says insure call to see if we got updated physician claim form received today, and it is legible to read, so it's OK.
[CUSTOMER][NEUTRAL] OK, OK, he, he did, he did update the return to work date, uh, reflecting [PII], and I know that he went his initial that, um, on my return, and I went.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Is that a question or is that a statement?
[CUSTOMER][NEUTRAL] No, a statement that he that he did do that so that just so if he does align through it as a date with the new return expected return to work date and he initialed it so I'm sure they'll they'll probably reach out to the the medical, uh, um, provider for that right just to verify.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, if it's, if it's documented on his form and initial, it should be OK otherwise they'll call that office.
[CUSTOMER][NEUTRAL] Or when user.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, yeah, that's exactly what he did. He initialed it and, um, on the form on on his form and then on my portion I just uploaded it in the system, um, I didn't upload. Are you able to see if that if that was received?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. I see it. You sent it today.
[CUSTOMER][NEUTRAL] Yeah, is that legible too because it's just I'm just reflecting the same return to work date as well.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, I see it, it's clear, it's readable.
[CUSTOMER][POSITIVE] It's it's really OK, OK, I just wanna make, OK, OK, I guess, I, I guess I won't need to fax it, OK, because I was gonna fax it to you just to make sure. OK, thanks so much. I appreciate your time and your help.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] No, you, it, it looks good.
[AGENT][NEUTRAL] Oh, you're you're welcome, [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] Thanks, no, I'm, I'm good. Thank you so much. Enjoy, enjoy the [PII]. OK, take care.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You, you too. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.