AccountId: 011433970860
ContactId: 33e174fd-9553-4afb-b13e-38e0bae3e9ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151080 ms
Total Talk Time (AGENT): 67677 ms
Total Talk Time (CUSTOMER): 58859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/33e174fd-9553-4afb-b13e-38e0bae3e9ab_20250620T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting AT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a provider's office, um.
[CUSTOMER][NEUTRAL] Dermatology Group of Florida. Um, are you guys able to fax you these?
[AGENT][NEUTRAL] Uh, yes, if I have one, I can certainly fax it. What is that policy number that we're looking at, [PII]?
[CUSTOMER][NEUTRAL] Sure, um,
[CUSTOMER][NEUTRAL] So, I think there's a new policy number, but you should be able to pull it up under this, um.
[CUSTOMER][NEUTRAL] It is 01813211 ML8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. Now what data of service are we looking at, uh, for the EOB that you want that?
[CUSTOMER][NEUTRAL] Um, it's [PII]. It's a build amount of $257.60.
[AGENT][NEUTRAL] So this is the office visit that wasn't covered and you need a copy of the EOB.
[AGENT][NEUTRAL] I have to show that, is that correct? OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, I can certainly help with that.
[CUSTOMER][NEUTRAL] What was that processed?
[AGENT][NEUTRAL] Uh, pardon?
[CUSTOMER][NEUTRAL] When when was that claim processed?
[AGENT][NEUTRAL] It looks like it was processed. Uh, let's just check here really quickly. It looks like it went out on the [PII].
[AGENT][NEUTRAL] Of June. Now, that would have meant that it would have actually been out on the [PII], which is last Tuesday.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Let me go ahead and fax this to you. What is your fax number, please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, let me just go ahead and repeat this [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can certainly send that to you. Uh, it will take me just a second to find the, the claim, um, uh, [PII], but I'll go ahead and send that to you. Now, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh no, that was it. Um, just your first name again, I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as our.
[CUSTOMER][POSITIVE] OK, perfect, [PII], thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you for contacting us too