AccountId: 011433970860
ContactId: 155e73c1-df0e-49a5-8f35-8aa40227128d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456640 ms
Total Talk Time (AGENT): 104771 ms
Total Talk Time (CUSTOMER): 105136 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/155e73c1-df0e-49a5-8f35-8aa40227128d_20250509T19:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling today again. I was looking to get some EOBs faxed over to us, please.
[AGENT][POSITIVE] Mhm, sure, I can assist you with that. You'll be faxed over. And may I have a callback number just in case we get disconnected with [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Uh, sure, that's gonna be within health provider services.
[AGENT][NEUTRAL] Within yeah.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be 023343778.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, do you have the claim numbers or do you have the date of service for the claims?
[CUSTOMER][NEUTRAL] I have the data service. Um, let me pull it up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the first data of service that I need.
[CUSTOMER][NEUTRAL] This is gonna be for a single date for [PII].
[CUSTOMER][NEUTRAL] And the bill amount on the claim is for 1100.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, um, let me pull this ERP one moment.
[AGENT][NEUTRAL] I'm waiting on the image. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So, um, we did send the payment on this one and you said you need a copy of the EOB faxed over. What is the fax number?
[CUSTOMER][NEUTRAL] Uh, the fax number is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4612.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and it's gonna be to your attention.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then I just have two other dates of service that I need the same thing for.
[AGENT][NEUTRAL] It's gonna be the same member or a different member?
[CUSTOMER][NEUTRAL] Yes, uh huh the same number.
[AGENT][NEUTRAL] Same, OK, what's the next date of service?
[CUSTOMER][NEUTRAL] Um, so that's gonna be [PII]. Bill amount on this is for $2200.
[AGENT][NEUTRAL] OK, let me pull the EOB on this 11 moment.
[AGENT][NEUTRAL] He was the next date of service?
[CUSTOMER][NEUTRAL] OK. Um, so, OK, I give you [PII], and then the last one is gonna be [PII].
[CUSTOMER][NEUTRAL] And the same build amount for 2200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm waiting on the last one.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] yeah it is.
[AGENT][NEUTRAL] OK, it's gonna be one more minute.
[CUSTOMER][POSITIVE] Sure, not a problem.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, so I went ahead and faxed all 3. They should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, that's pretty much everything that I need. Thank you so much for your help. Um, can I just get the uh reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, yeah, just to be safe.
[AGENT][NEUTRAL] Sure, yes. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much for all of your help again.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.