AccountId: 011433970860
ContactId: 2df58feb-ee2b-4761-9b54-690b3cb3e7ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557469 ms
Total Talk Time (AGENT): 132576 ms
Total Talk Time (CUSTOMER): 71733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2df58feb-ee2b-4761-9b54-690b3cb3e7ea_20250320T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I am calling um.
[CUSTOMER][NEUTRAL] Because I had called um about a week ago I requested a copy of an EOB to be faxed um but I never received it so I'm calling to see if I can get another one faxed or if there's a way I can get it emailed.
[AGENT][NEUTRAL] Uh, yes, sir, I can fax it to you. Uh, can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then um what is the claim number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, claim number I have is 352-937-5.
[AGENT][NEUTRAL] Thank you and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling with Inova Alexandria Hospital.
[AGENT][NEUTRAL] OK, and then may I get the um patient's policy number please?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02545.
[CUSTOMER][NEUTRAL] 402.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and then let me go on over here and find this claim for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, thank you. And then what is the fax number you'd like me to send it to?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], so I can get this faxed over to you.
[AGENT][NEUTRAL] Um, and I'll be right back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Pull it up
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yes [PII], I wanna let you know I haven't forgot about you. I'm waiting for.
[AGENT][NEUTRAL] You'll be to load and as soon as it loads I'm gonna send it to your fax number that you just gave me and then I'm also going to uh keep an eye on it, make sure it gets to you, OK, but I'm gonna put you back on hold while I let the computer load this up. It's just taking a little bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What the world?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] Come on
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I do have that fax on its way to you now and like I said, I'm gonna watch it and it comes back that it didn't go through. I'll try to resend it. It only attempts 5 times, so if your fax machine is busy or there's a glitch in the line or something like that, it'll, it'll come back and what if it does happen, I will try to send it again to you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right thank you so much. Can I get a reference number for today?
[AGENT][NEUTRAL] Yes ma'am, you can use my name as [PII]
[AGENT][NEUTRAL] And you can use today's date and my name together as your reference.
[CUSTOMER][POSITIVE] All right well thank you very much I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can do for you before we go?
[CUSTOMER][POSITIVE] No ma'am, that was all thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL you have a wonderful day bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.