AccountId: 011433970860
ContactId: f289212b-aab7-4115-80bc-c475ad354c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 740929 ms
Total Talk Time (AGENT): 106830 ms
Total Talk Time (CUSTOMER): 156983 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f289212b-aab7-4115-80bc-c475ad354c45_20250519T20:11_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, I was just calling because I had spoken to a representative for calling sorry, asking for a fax, but I never received one.
[AGENT][POSITIVE] Oh, I'm sorry for that. Um, I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] option two.
[AGENT][NEUTRAL] OK, and um let me have the patient's policy number, [PII].
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02612980
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm gonna go ahead and send it while I got you on the line, OK? Do you usually get this like really fast or do they take a little bit to get there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it can take a while, but she said it would take like 5, 10 minutes.
[AGENT][NEUTRAL] Yeah, that's usually how long it takes. Um, I'm gonna go ahead and send it and wait a few minutes and come back to see if you got it. OK, so let me go ahead and put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Have you received it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] Um, do you have an email that I, I can send it to?
[CUSTOMER][NEUTRAL] Yeah, I can give you my email and that's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's gonna be my first name.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII]
[AGENT][NEUTRAL] How do you, how do you spell it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then GON?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it's um
[AGENT][NEUTRAL] [PII], I'm sorry, [PII]
[AGENT][NEUTRAL] And then [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it was [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me go ahead and try to send it by email. One moment.
[CUSTOMER][NEUTRAL] $20
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] insurance
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This is gonna cover it.
[CUSTOMER][NEUTRAL] That's different so she would.
[CUSTOMER][NEUTRAL] There's one
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I'm attaching the document, bear with me.
[CUSTOMER][NEUTRAL] Hello, hi. What was the, uh, Kara Jo.
[CUSTOMER][NEUTRAL] Actually I'm gonna look at again.
[CUSTOMER][NEUTRAL] OK, do you want me to switch it OK and then.
[CUSTOMER][NEUTRAL] Do you have I do but.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I really
[CUSTOMER][NEUTRAL] Um, the dental dental.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you can just have that copy if you want. No, I printed it off because I legit OK perfect and then um.
[AGENT][NEUTRAL] OK, you wanna check and see if you got that email.
[CUSTOMER][NEUTRAL] Uh, the pharmacy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I got that. Now I need to fill out your form, which is your medical history and your consent. You'll click each category and bring it up once you're finished, OK? I haven't received it, um.
[CUSTOMER][NEUTRAL] It was [PII], right?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, actually, yeah, I did. I just received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No ma'am, thank you so much for that I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.