AccountId: 011433970860
ContactId: 033e1d95-443f-4570-baf7-81ca2bb4dc66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104110 ms
Total Talk Time (AGENT): 37160 ms
Total Talk Time (CUSTOMER): 25910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/033e1d95-443f-4570-baf7-81ca2bb4dc66_20250625T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear you.
[AGENT][NEUTRAL] Um, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] EB Hi. My name is [PII]. I'm with Access Medical Clinic.
[CUSTOMER][NEUTRAL] And I'm needing an EOB. Can you help me?
[AGENT][NEUTRAL] I'm sure, [PII]. Yes, um, we could fax it to you.
[CUSTOMER][NEUTRAL] Well, I'm not in the office. I'm at home. Can you put it on my secure email?
[AGENT][NEUTRAL] Um, no, ma'am. Um, because of HIPAA, we can, um, not fax EOBs.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, well, um, is this your policy that you're calling about?
[CUSTOMER][NEUTRAL] I told you I work for a provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Have you gone online and set the policy and set up your account online, the provider's account online?
[CUSTOMER][NEUTRAL] Uh, not allowed to do that. I'm not an admin.
[CUSTOMER][NEUTRAL] Only the admins can do that.
[AGENT][NEUTRAL] OK, got it.
[AGENT][POSITIVE] I apologize, ma'am. Is there anything else I could assist you with?
[CUSTOMER][POSITIVE] Oh, thanks. You have a good day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.