AccountId: 011433970860
ContactId: 21cd8f80-a7d5-434d-8362-ce8b97e37f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145630 ms
Total Talk Time (AGENT): 54740 ms
Total Talk Time (CUSTOMER): 49789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/21cd8f80-a7d5-434d-8362-ce8b97e37f40_20250529T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Bell Clinic. I need to see if you have a fax that I can send an EOB to. I got a um a letter where y'all are requesting the primary EOB.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the fax number. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's a direct line with secure voicemail.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[CUSTOMER][NEUTRAL] 231-274-7
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Let me see what type of policy they have.
[AGENT][NEUTRAL] OK, so the claims for this policy goes to um fax number 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's attention APL.
[CUSTOMER][NEUTRAL] And I just need to put the claim on that. Go ahead, I'm sorry.
[AGENT][NEUTRAL] Um, oh, it's OK, attention APL claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I wonder
[CUSTOMER][NEGATIVE] And there's no way to upload it online, correct?
[AGENT][NEGATIVE] Not as a provider, no.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, OK, alright, I I need to call references in and I'll get this out.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright, have a great day. Bye-bye.