AccountId: 011433970860
ContactId: 15f328f8-e92a-4a94-b50e-5f7ce12d7764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72760 ms
Total Talk Time (AGENT): 31182 ms
Total Talk Time (CUSTOMER): 29318 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/15f328f8-e92a-4a94-b50e-5f7ce12d7764_20250429T21:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, we received an EOB from y'all and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's requesting the primary EOB. Is there a fax number that I can fax it to, and do you need like another copy of the bill or just the EOB?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, just the EOB would be perfectly fine. Um, I've got that fax number whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And who do I pay attention to?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a reference number please?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] 65769.
[CUSTOMER][POSITIVE] That's all thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too