AccountId: 011433970860
ContactId: 56d32833-c6d0-4b93-bcb4-6a42663136e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121970 ms
Total Talk Time (AGENT): 53423 ms
Total Talk Time (CUSTOMER): 42233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/56d32833-c6d0-4b93-bcb4-6a42663136e8_20250425T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling on behalf of professional surgical services, wondering if I could get a copy of an EOB of this member.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to get an EOB copy for you. And [PII], may I have a good um contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 1153973.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] or [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the claim number for the um EOB you're requesting?
[CUSTOMER][NEGATIVE] Unfortunately I don't have the claim number.
[AGENT][NEUTRAL] Oh, OK. Um, may I have the date of service and the total bill?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of 346.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for Dawn for [PII]. Um, let me see if there's any other policies. Hold on one moment.
[AGENT][NEUTRAL] No, this policy has um been active since [PII], but there's no um claim on file for that data service. However, we don't have a timely filing, so if you'd like to file the claim, you, you can still do that.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.