AccountId: 011433970860
ContactId: e93b16df-5db3-42b4-a052-f7e0984ed3a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146699 ms
Total Talk Time (AGENT): 52940 ms
Total Talk Time (CUSTOMER): 34028 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e93b16df-5db3-42b4-a052-f7e0984ed3a9_20250205T23:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to.
[CUSTOMER][NEUTRAL] Set up uh a permission so I can let someone else look at all my medical history and all that kind of stuff. I'm not sure what it's called.
[AGENT][NEUTRAL] Oh, like a third party authorization form, is that what you're needing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. I can get that sent over to you. Give me a second here.
[AGENT][NEUTRAL] What is a uh good email to send this to?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, MS.
[CUSTOMER][NEUTRAL] R O B E R T S.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. And then, do you by chance have a policy number or no? Do you have access to it?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Policy card er number.
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] It's 02585046.
[CUSTOMER][NEUTRAL] Or at least that's the dental. I'm not sure if they're all the same.
[AGENT][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Thank you [PII]. I just wanted something to notate I was sending this over to you so when I send you the form, um, there is on the form the mailing address or the fax number so you can get it back to us either way, um, obviously fax is quicker and um yeah, so there'll be instructions on page one as far as what needs to be filled out and how to get it back to us, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions or concerns I can help with?
[CUSTOMER][POSITIVE] I think that is it for me. Thank you very much.
[AGENT][POSITIVE] You're welcome. I hope you have a good night.
[CUSTOMER][NEUTRAL] You too.