AccountId: 011433970860
ContactId: 42c4253b-5f33-45ad-90ae-db9cf6f2c43e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175250 ms
Total Talk Time (AGENT): 29981 ms
Total Talk Time (CUSTOMER): 76895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/42c4253b-5f33-45ad-90ae-db9cf6f2c43e_20250623T18:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Oh my goodness, [PII], this is [PII] again. I'm so sorry.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] OK, well, I skipped one date of service that I need a fax on as well, like the EOB like you just faxed me for the [PII] date of service. I'm gonna need that for a different date of service. The um member ID is 2180308.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] The data service is [PII].
[CUSTOMER][NEUTRAL] And I remember checking on this one and you told me earlier that APL did pay on this one on [PII]. I just would like to get that back, the explanation of benefits just so I can send that over to um the patient.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that's the 866-379-99797?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, you, you should receive that within the next 7 to 8 minutes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK perfect and I promise that's the last one that I have for now.
[AGENT][NEUTRAL] You'll be calling back. You'll be calling back. You gonna call back. No.
[CUSTOMER][NEGATIVE] Don't give me that. I'm gonna try not to. I'm so sorry. I know I was just talking to one of my um co-workers in the office and she was like, oh, you're gonna have to call him back. I'm like, I've called them so many times. I feel so bad.
[AGENT][POSITIVE] Well, you call as many times as you need. What we can do to help y'all help the customer, we're going to do it. So call as many times as you need.
[CUSTOMER][POSITIVE] But thank you so much for your help.
[CUSTOMER][POSITIVE] Thank you so much. Thank you for understanding. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.