AccountId: 011433970860
ContactId: 32fd1119-2517-46ea-a0d8-5702bb41b65a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134520 ms
Total Talk Time (AGENT): 49028 ms
Total Talk Time (CUSTOMER): 63079 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/32fd1119-2517-46ea-a0d8-5702bb41b65a_20250219T19:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I was hoping to get a copy of, um,
[CUSTOMER][NEUTRAL] Uh, denial EOB.
[AGENT][NEUTRAL] Sure, I can assist you with that. Are you a provider or are you the insured?
[CUSTOMER][NEUTRAL] Provider
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the member's policy number that you're calling about today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is let me see here uh 02491004.
[AGENT][NEUTRAL] Is that 300 or 200?
[CUSTOMER][NEUTRAL] 200.
[AGENT][NEUTRAL] OK, give me that number again. Could you provide them again?
[CUSTOMER][NEUTRAL] Uh, well, it's OK. It's
[CUSTOMER][NEUTRAL] Let's see, it's uh 02491004.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth that you're requesting to fax back of EOB for?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the date of service that you're inquiring to fax back for?
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII] and you're requesting for a fax back of claim 3531944 ELB.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] Well thanks for calling APL Lena, you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Uh-huh, bye.