AccountId: 011433970860
ContactId: 1b7817b9-aab1-4f0b-bb19-caf7fd601267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168679 ms
Total Talk Time (AGENT): 72191 ms
Total Talk Time (CUSTOMER): 58710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1b7817b9-aab1-4f0b-bb19-caf7fd601267_20250326T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Baptist Health Medical Group, and I'm trying to follow up on a, uh, call. We were expecting a EOB faxed to us.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, that's sorry, it's 1480429 ML or I'm sorry, ML7.
[AGENT][POSITIVE] OK, thank you very much one moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, that's.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much. And your call in regards to an EOB that was expected to be faxed over. Do you have that claim number?
[CUSTOMER][NEUTRAL] Let me look if we noted that, yes, it's 356-092-2.
[AGENT][POSITIVE] OK, thank you very much. One moment.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as [PII].
[CUSTOMER][POSITIVE] Yes, that's correct. Excuse me.
[AGENT][NEUTRAL] Excuse me one moment.
[AGENT][NEUTRAL] 356092-2 OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And also [PII] you're able to check claim status and obtain EOBs from the website.
[AGENT][POSITIVE] And that is secured. [PII], but I'd be more than happy to get that faxed over to you, OK?
[AGENT][NEUTRAL] Just bear with me.
[CUSTOMER][NEUTRAL] OK, secure, I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, secured. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, but I'll get that faxed over. Just please allow a few minutes after the call before you receive that.
[CUSTOMER][NEUTRAL] All right, I will do so.
[AGENT][NEUTRAL] OK. Anything else I can help you with?
[CUSTOMER][NEUTRAL] And um do you.
[CUSTOMER][NEUTRAL] A reference number for our call please.
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name [PII] last initials [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] You as well and thank you for calling APL and take care.
[CUSTOMER][POSITIVE] Thank you. OK, you too. Goodbye.