AccountId: 011433970860
ContactId: 04832cbd-878d-4256-b950-1664e6c81f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160399 ms
Total Talk Time (AGENT): 45651 ms
Total Talk Time (CUSTOMER): 35978 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/04832cbd-878d-4256-b950-1664e6c81f85_20250102T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][POSITIVE] Hi [PII], how can I help you?
[CUSTOMER][POSITIVE] Um, I am actually in receipt of a check from you all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With no EOB, I was wondering if you can help me figure out who this what patient this is for.
[AGENT][POSITIVE] Oh absolutely I can definitely try um let me see here first here we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Perfect. OK, and what's the check number?
[CUSTOMER][NEUTRAL] Um, check number is 2018359.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] $653.88.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] There's nothing on that screen. Give me a second.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Here it is, OK, it is for a [PII].
[AGENT][NEUTRAL] For data service 9424?
[CUSTOMER][NEUTRAL] 9424 could you possibly fax me an EOB?
[AGENT][POSITIVE] Oh absolutely which fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect and [PII], what is the first initial to your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, give me about 5 minutes. I have that right over to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] No problem at all. You have a great rest of your day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.