AccountId: 011433970860
ContactId: 27c8a127-1886-4700-88fb-24e43a42bf89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502890 ms
Total Talk Time (AGENT): 206319 ms
Total Talk Time (CUSTOMER): 173112 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/27c8a127-1886-4700-88fb-24e43a42bf89_20250505T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. This is Ms. [PII] calling from Well Street of [PII]. I was calling, um, I spoke with you, uh, on the [PII] trying to get an EOB. Uh, I never did receive it. I was wondering if you could re-fax it to me.
[AGENT][NEUTRAL] OK, so you're needing an explanation of benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that, and I'm so sorry. What was your name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm at [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It begins with a 025951117.
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, [PII], um, all right. So any information that I provide would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is, let's see, just one, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the data service in total bill amount?
[CUSTOMER][NEUTRAL] It's for [PII] for $590.46.
[AGENT][NEUTRAL] OK, and you have the claim number that I gave you?
[CUSTOMER][NEUTRAL] Let me see. Let me look at my notes.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 356-696-7.
[AGENT][NEUTRAL] OK, thank you. Now, let's see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now I see where I did speak to you. I was just looking back since you said that you didn't get it. So I faxed it on the [PII] to the same number you gave us this fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I've been looking for it, I mean.
[AGENT][NEUTRAL] being the same number as your phone number.
[AGENT][NEUTRAL] And then I see where the same thing was done again on [PII], you spoke to someone else and they faxed it to that same number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that's weird.
[AGENT][NEUTRAL] Now, did you try to print it from the portal that I gave you?
[CUSTOMER][NEUTRAL] 421.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I gave you our website and what happened when you tried to go there.
[CUSTOMER][NEUTRAL] I'm trying to see if I see it in my uh emails but uh let's see.
[CUSTOMER][NEUTRAL] No, that's not it.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I'm gonna have to, I guess if you did I'm gonna have to just try to look back at those dates to see if I could pull it up.
[CUSTOMER][NEUTRAL] Yeah, let me just do that because you say on the [PII] and the [PII]?
[AGENT][NEUTRAL] I just, because
[AGENT][NEUTRAL] Yes, ma'am, the [PII] I spoke to you around [PII] and then you spoke to someone else shortly after [PII] right at like [PII] on the [PII], and she faxed it to this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's that same EOB to that same, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because they asking me about it, but let, let me check my email to see if I can find a Miss [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me, well, let me just check one more thing.
[CUSTOMER][NEUTRAL] That'll be fine. Oh.
[CUSTOMER][NEGATIVE] Unless I was having problems with my email and didn't receive it, I don't know, it's crazy.
[AGENT][NEUTRAL] Do your faxes come to your email?
[CUSTOMER][NEUTRAL] Mhm. No, yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And then my direct line my faxes come to.
[AGENT][NEUTRAL] OK, give me just a moment to look at what I sent you. I can't see what the other person sent as far as confirmation. Let me, I was gonna see if my, my fax what it said. Hold on just a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Cause it'll make so many attempts.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so mine, so mine did not, yeah, mine did not go through. It made 3 attempts.
[CUSTOMER][NEUTRAL] And I was looking for it in my document.
[AGENT][NEGATIVE] And then it abandoned it.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] You're right. So that's why I'm saying I, I can't find it.
[CUSTOMER][NEUTRAL] Can you uh send it to my email?
[AGENT][NEUTRAL] Because you
[AGENT][NEUTRAL] I can't email it, but I could try and fax it again. Yeah, I can email it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, just try to fax it again to that same number [PII]. I must have been having problems with my faxing. Yeah, yeah, I've been having problems.
[AGENT][NEUTRAL] Which is the same phone number as your fax number.
[AGENT][NEUTRAL] All right. Well, give me just a second to get that.
[AGENT][NEUTRAL] Give me a second to get that EOB. You're welcome.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I hit the wrong button, [PII].
[CUSTOMER][NEUTRAL] I just don't know what the problem is.
[AGENT][NEUTRAL] I hit the wrong button, so hang on one second.
[CUSTOMER][NEUTRAL] That's something.
[AGENT][NEUTRAL] It's just taking a moment to load.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I must have been having problems with my fax system last week because it, it's been going in and out I guess.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] A lot of things going in and out.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And one more time, 470299-9440.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, I have just tried to fax that to you again. So hopefully this time, um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you were not able to pull it up on the portal?
[CUSTOMER][NEGATIVE] Oh, no, ma'am. I, I've been trying to. I couldn't get to it. I don't know what's going on. I think something wrong with this, uh, fax or something.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But I'm gonna see if I can get it today. If not, I'm gonna just have to call IT.
[AGENT][NEUTRAL] OK. All right. Well, I'm so sorry about that, but hopefully you'll receive it this time, but it has been sent, so just give it a few minutes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You're kidding.
[CUSTOMER][POSITIVE] OK. Thank you. I appreciate it, Ms. [PII]. Have a good day. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, you're very welcome, [PII], and it was my pleasure in talking to you again. Thank you for calling APR. I hope you have a great day also.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Um, bye-bye.