AccountId: 011433970860
ContactId: f6426b30-bc41-44cf-b93c-0b05ec958d74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156779 ms
Total Talk Time (AGENT): 65389 ms
Total Talk Time (CUSTOMER): 49867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f6426b30-bc41-44cf-b93c-0b05ec958d74_20250117T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I don't need to transfer anything. There's just a member. She needs a um a claim was processed. We're asking for her to fill out a form for medical records, but there was no form attached. How do I get that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 254-8800.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, but it's for part two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, that should have went with.
[AGENT][NEUTRAL] Excuse me, I should have went with the EOB. It's a list of attending physicians form.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm gonna check back with her, OK? Hold on one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think she might have me on hold.
[AGENT][NEUTRAL] Yeah, um, we would have to send her another one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not sure I know it's not on the website. It's.
[AGENT][NEUTRAL] One of the templates we have, so if you wanna send her over or I can um.
[AGENT][NEUTRAL] Generate one and send it to you. How do you wanna do it?
[CUSTOMER][NEUTRAL] Um, you can, you can generate it and send it to me because she's a little, she's, she's borderline upset, so I don't want any other, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Got it. I wanna to pass her on and then she's even more frustrated. OK, that's no problem. So what I'm gonna do is um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can email it to you.
[CUSTOMER][NEUTRAL] Are we allowed to email them to the insured? OK, cause she asked for email. OK. So I'll just email it to her when you email it to me.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. I'm gonna get that done right now and look out for it in a few minutes.
[CUSTOMER][POSITIVE] Alrighty thank you [PII].
[AGENT][POSITIVE] OK, no problem. All right, bye.
[CUSTOMER][NEUTRAL] All right, bye bye.