AccountId: 011433970860
ContactId: 1a1cf31e-ba33-4238-a6c6-880d659e3af7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187699 ms
Total Talk Time (AGENT): 60815 ms
Total Talk Time (CUSTOMER): 52987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1a1cf31e-ba33-4238-a6c6-880d659e3af7_20250227T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Premier Acute Care Services LLC, a provider's office. I'm trying to get an explanation of benefits back sent back for a claim.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK, could you repeat that for me please?
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] My last name is [PII]
[AGENT][NEUTRAL] OK, the phone did go out. Could you repeat that?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you and may I please have the policy number?
[CUSTOMER][NEUTRAL] The member ID is 02221951.
[AGENT][NEUTRAL] OK, I'm gonna need you to slow down so I can get this number. Could you repeat that please?
[CUSTOMER][NEUTRAL] The member ID is 022.
[CUSTOMER][NEUTRAL] 21951
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] Date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. You're calling in for an EOB. May I please have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill.
[AGENT][NEUTRAL] May I have the total bill?
[CUSTOMER][NEUTRAL] The charge is $200.
[AGENT][NEUTRAL] And you can also get the EOB via our secure portal that is [PII] and you're needing that EOB fax. May I please have the fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] The rest is [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] The rest, yes, that's correct. Will you be faxing the EOB to me now?
[AGENT][NEUTRAL] I will submit the request for the fax to be submitted. Is there anything else that I can assist you with today, T?
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. You have a great day.