AccountId: 011433970860
ContactId: 300f3a4b-4a22-466a-ab29-100429aef25f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238460 ms
Total Talk Time (AGENT): 94826 ms
Total Talk Time (CUSTOMER): 76822 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/300f3a4b-4a22-466a-ab29-100429aef25f_20250109T15:22_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is Am. It's [PII], and I'm going to check claim status.
[AGENT][NEUTRAL] Hey Am I think I just spoke to you a while ago and we got disconnected before I was sending you an EOB. I are you calling for the same EOB?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, I do have other claim as well, you know, like, uh, well, I was on call like before, I, you know, due to my, uh, connection issue, like the call gets disconnected, so after like, uh, get fixed, I just give a call, but yeah, to check for the claim status.
[AGENT][POSITIVE] OK, perfect. Are you still needing me to send you that EOB then because I actually still have it pulled up.
[CUSTOMER][NEUTRAL] OK, connection issue, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, if you have the EOB like please just uh send the EOB yeah.
[AGENT][NEUTRAL] OK perfect yeah I still had it pulled up um and I just wanted to know do you want that made attention to your patient account number on file or did you want it made attention to yourself?
[CUSTOMER][NEUTRAL] I'll be needing the EOB yeah, OK.
[CUSTOMER][NEUTRAL] Uh just attention to myself.
[AGENT][POSITIVE] Perfect and then what is that fax number?
[CUSTOMER][NEUTRAL] Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and then.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, OK. [PII]. Did I get that right?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] Awesome I'm hitting send on that right now and let me just update my note that I was able to send that fax and then I can help you with any additional claim statuses you have, OK?
[CUSTOMER][POSITIVE] Uh, sure, take your time.
[AGENT][NEUTRAL] Sorry, it's like harder to type when your fingers are cold.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][POSITIVE] All right, my friend. I got that updated and I am good to move on and help you with any additional claim statuses you have. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the callback number I actually was missing a digit on it. I had [PII] and then what was the last of that callback number?
[CUSTOMER][NEUTRAL] Oh, actually, since you got the incorrect callback number, like, it's [PII] with an [PII] [PII]. Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Yeah, I realized I was missing a digit when I tried to call you back and I was like, oh, OK, but perfect and what's the next policy number we wanna look at my friend?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the next policy, uh, just a quick second please.
[CUSTOMER][NEUTRAL] Alright, I got here the next voice number it's.
[CUSTOMER][NEUTRAL] 01822968
[CUSTOMER][NEUTRAL] ML8 this membrane is different.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] No worries and.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Perfect, your patient's first and last name and date of birth, please?
[AGENT][NEUTRAL] Ay, are you still there with me?