AccountId: 011433970860
ContactId: e12cc787-558a-41af-84ee-62bca7cc6718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105339 ms
Total Talk Time (AGENT): 49661 ms
Total Talk Time (CUSTOMER): 63673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e12cc787-558a-41af-84ee-62bca7cc6718_20250212T23:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. Um, I, hey, I'm good. I've got Miss uh [PII] on the phone. She is the POA for Ms. [PII].
[AGENT][NEUTRAL] Hey, how are you doing?
[AGENT][NEUTRAL] And we got the information on file that should the PO POA.
[CUSTOMER][NEUTRAL] Um, the policy numbers.
[CUSTOMER][NEUTRAL] Uh, yes, we've got it in, um, checked it and even says it in the notes, um, the policy number is 112479.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me a sec.
[AGENT][NEUTRAL] 112479.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is for Ms. [PII], OK.
[CUSTOMER][NEUTRAL] Yes, um, claim number 3558848 says that we're waiting on pathology report, so miss.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, we need to pass out before, OK.
[CUSTOMER][NEUTRAL] So Ms. [PII] is on the phone and she said she's already talked to claims there's some kind of issue with her not being able to get the pathology report and somebody told her that she can just send in all the reports and we should be able to do the claim that way and she just wants to talk to somebody about that.
[AGENT][NEUTRAL] OK. OK. I wonder who she talked to and told her that because I know we have to have, OK, so, OK, you can let me speak to her. Let me see who did this and then maybe she, she can, uh, talk to who, uh, it looked like this was [PII], but, uh, I, I, I can just, I can't tell her that. I can talk to her, but I can't tell her that we have to have the past report. So let me just speak to her. I, I have, I.
[CUSTOMER][NEUTRAL] I didn't see no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII]. You have a good rest of your night. Bye-bye.
[AGENT][POSITIVE] OK. All right. Thank you.