AccountId: 011433970860
ContactId: 2b0e87f4-8d1a-44ee-8cb5-3e61702f0022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115760 ms
Total Talk Time (AGENT): 32890 ms
Total Talk Time (CUSTOMER): 71921 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2b0e87f4-8d1a-44ee-8cb5-3e61702f0022_20250425T14:57_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, sir. Uh, my name is [PII] and I'm from [PII]'s office, checking on the claim status.
[AGENT][NEUTRAL] All right. Happy to check a claim, [PII]. What's the policy number for the patient, please?
[CUSTOMER][NEUTRAL] So that's 2,103,620.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] That's [PII] for $512.41.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] I hope we have recently gone through this claim. I just missed to ask, uh, a few things that's why.
[AGENT][NEUTRAL] OK, what additional information did you need from it today?
[CUSTOMER][NEUTRAL] Uh, actually, I need a copy of an EOB. I just need to ask that. Is it possible to send me a copy of EOB? I will provide you the fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] That's 832.
[CUSTOMER][NEUTRAL] 246-6303
[AGENT][NEUTRAL] OK, just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is headed your way, should be there in about 5 minutes. Should we mark attention to you?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][POSITIVE] Alright. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, that's it, sir. I appreciate that. I hope you have a wonderful day. Stay safe. Take care and bye for now.
[AGENT][NEUTRAL] You too. Bye-bye.