AccountId: 011433970860
ContactId: 080d7ff9-4e3a-4d4e-9efe-e9898b8e3e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410459 ms
Total Talk Time (AGENT): 67525 ms
Total Talk Time (CUSTOMER): 145330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/080d7ff9-4e3a-4d4e-9efe-e9898b8e3e13_20250325T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. Uh, I was wondering if I could get a copy of the of of of multiple patients.
[AGENT][NEUTRAL] OK, of an EOB?
[CUSTOMER][NEUTRAL] Yes, fax if it's possible.
[AGENT][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Um, do you have the patient ID?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yes, it's capital A 108.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 0306 actually no no sorry it's not that one sorry sorry.
[CUSTOMER][NEUTRAL] Can you start over?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, so it's 022.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 68576 ML 8
[AGENT][NEUTRAL] And [PII], can I get a good callback number for you?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Do you by chance have access to our online portal? You can download uh EOBs immediately on there.
[CUSTOMER][NEGATIVE] Unfortunately
[AGENT][NEUTRAL] OK, do you are you able to set one up or no, you you just need me to fax these?
[CUSTOMER][NEUTRAL] I just need the the copy faxed if you need any other information like my tax ID MPI I have all the information for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the data service for [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] Do you have EOB you need EOBs for different patients or just several for him?
[CUSTOMER][NEUTRAL] Um, I just need one for him and it's for the charge amount 22611 and I need two other pieces.
[AGENT][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] Do you want me to put it to your attention?
[CUSTOMER][NEUTRAL] Attention to [PII]
[CUSTOMER][NEUTRAL] The 2nd member has to claims that I need that's possible.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Um, the member ID is 018.
[CUSTOMER][NEUTRAL] 20389 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII] [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] So the first day of service is [PII] with a charge amount of 346.
[CUSTOMER][NEUTRAL] The other claim is gonna have the same date of service just a different charge.
[AGENT][NEUTRAL] OK, and what was the other charge?
[CUSTOMER][NEUTRAL] The other charge is 3,538.
[AGENT][NEUTRAL] And can you repeat that first charge again? Sorry about that.
[CUSTOMER][NEUTRAL] The first charge is 346.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the last number it has two claims as well with the same data service, so let me know whenever you are ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] So it's 1236616 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] So the data service for both claims will be 04-25-2023.
[AGENT][NEUTRAL] And what were those bill amounts?
[CUSTOMER][NEUTRAL] So the first bill amount is 346.
[AGENT][NEUTRAL] And the second?
[CUSTOMER][NEUTRAL] The second is 1,939.
[AGENT][POSITIVE] OK, uh, just give me a few moments and I will get all these faxed your way. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that'll be all. I really appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye.