AccountId: 011433970860
ContactId: 0727b871-85c3-41b8-8056-964ad5ffc775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185869 ms
Total Talk Time (AGENT): 62911 ms
Total Talk Time (CUSTOMER): 76416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0727b871-85c3-41b8-8056-964ad5ffc775_20250619T15:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Tenant Florida Physician Services. Um, I have two checks here that I need the, uh, explanation of benefits for. Can you help me with that?
[AGENT][NEUTRAL] Uh, yes. Um, do you have the check numbers?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] OK, the first one is uh check number 2047797 for $160.91.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Um, hold on, let me go back.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and do you want me to fax?
[CUSTOMER][NEUTRAL] Where your um
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][POSITIVE] Yes, I like them faxed.
[CUSTOMER][NEUTRAL] Now I was gonna ask you, are you EOB's house online somewhere or?
[AGENT][NEUTRAL] Yes, um, you can go to [PII].
[AGENT][NEUTRAL] And then from there, um, let's see, let me pull it up real quick.
[CUSTOMER][NEUTRAL] I would have to create a uh a user ID.
[AGENT][NEUTRAL] Uh, so yes, you create your account which would be you're the provider and then we just need your tax ID.
[CUSTOMER][NEUTRAL] Do I need
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then we would need the patient account number that's on the CMS 1500 or the UBO4.
[AGENT][NEUTRAL] Your patient account number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, let me give you my fax number for the EOB.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 844236-6568
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK. And then did you say that you had another check number as well?
[CUSTOMER][NEUTRAL] I do. The next check number.
[CUSTOMER][NEUTRAL] It's 20478002, and that one's for $193.59.
[AGENT][NEUTRAL] OK, I'll get these EOB's faxed over. It should just take about 5 minutes and then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, just a call reference number if you, if you have it.
[AGENT][NEUTRAL] A call reference is my name, [PII]. First initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] Uh, all right, thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.