AccountId: 011433970860
ContactId: 4620823b-b44a-4984-acdd-0db7c723f26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225580 ms
Total Talk Time (AGENT): 92474 ms
Total Talk Time (CUSTOMER): 67006 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/4620823b-b44a-4984-acdd-0db7c723f26b_20250314T14:38_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] Yeah. Hi. This is [PII]. My last initial is [PII]. So, I need uh a copy of the year for this patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK [PII], I'd love to help you get a copy of an EOB today. Do you mind if I snag a good call back number from you?
[CUSTOMER][NEUTRAL] Your callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], it's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And what about that policy number today?
[CUSTOMER][NEUTRAL] 02275146
[AGENT][POSITIVE] Perfect, thank you. Give me one moment to get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Are you having a great day so far?
[CUSTOMER][POSITIVE] Yes, I'm doing good. What about you?
[AGENT][POSITIVE] I'm doing wonderful. It's Pi Day, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so it's, what can go wrong on Pi Day, you know?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Happy weekend.
[AGENT][NEUTRAL] Yeah, same likewise to you, um, all right, and I did I was able to get that pulled up my friend. Would you be able to verify for me the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, sir, that is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you, thank you. And do you have the claim number? I'm sorry, pardon my voice, do you have the claim number?
[CUSTOMER][NEUTRAL] Claim number 3464816.
[AGENT][NEUTRAL] Alright, I have 346-481-6. Did I get that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me pull that up for you.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] And while I'm getting this EOB pulled up and loaded, um, do you mind if I also take down that fax number?
[CUSTOMER][NEUTRAL] OK. The fax number is
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. One moment.
[AGENT][POSITIVE] No worries, take your time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. The fax number, it should be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] and what was the, what was the last four, I'm sorry.
[CUSTOMER][NEUTRAL] So how many hours?
[CUSTOMER][NEUTRAL] 7498.
[AGENT][NEUTRAL] OK perfect and do you want that made attention to yourself? I'm sorry I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] So how many?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Use my, use my name, [PII].
[AGENT][POSITIVE] [PII]. OK, perfect. And [PII], it doesn't take long. I'm gonna hit send on it now, somewhere between 5 and 15 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure. And then is there anything else I can do for you today, my friend?
[CUSTOMER][NEUTRAL] No, no, that's all. Thank you. Bye-bye.
[AGENT][POSITIVE] My pleasure you have a great day bye bye.
[CUSTOMER][NEUTRAL] Bye.