AccountId: 011433970860
ContactId: 3c7581c1-dc26-4d34-bae7-586dee103c73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147770 ms
Total Talk Time (AGENT): 46649 ms
Total Talk Time (CUSTOMER): 51039 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3c7581c1-dc26-4d34-bae7-586dee103c73_20250612T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Evelyn Specialty Services regarding claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is 101791962.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And I faxed the claim on 63 so just really calling to make sure you received it.
[AGENT][NEUTRAL] Uh, what was the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the total bill charges?
[CUSTOMER][NEUTRAL] $2,695.
[AGENT][NEUTRAL] OK, yes, it looks like we received it on [PII] and we processed it on [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like the maximum benefit payable for the date of service has been met.
[AGENT][NEUTRAL] Let me see what their benefit is.
[CUSTOMER][NEUTRAL] Maximum
[CUSTOMER][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] Payable for data service.
[CUSTOMER][NEUTRAL] Max, is it possible that you can fax that EOB to me?
[AGENT][POSITIVE] Yeah, absolutely. What's your?
[CUSTOMER][NEUTRAL] It it's already
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll fax that over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, just a call reference number if you give call reference numbers.
[AGENT][NEUTRAL] Uh, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks bye bye.