AccountId: 011433970860
ContactId: 5e9c8c11-601a-4829-a142-5c65d21c6133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345119 ms
Total Talk Time (AGENT): 70418 ms
Total Talk Time (CUSTOMER): 61500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5e9c8c11-601a-4829-a142-5c65d21c6133_20250529T15:12_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], good morning. My name is [PII]. I'm calling for her um help with the claim.
[AGENT][POSITIVE] Yeah, I can help you with claim status. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 1972551.
[AGENT][NEUTRAL] Alright, one moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Uh, data service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check on that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I actually know that it didn't pay. I'm actually trying to get a hold of the EOB. I can't find it on the portal.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Not showing one. Give me just a moment.
[AGENT][NEUTRAL] Oh, here we go.
[AGENT][NEUTRAL] Give me just a moment. Do you have the procedure code?
[CUSTOMER][NEUTRAL] Uh, there are 3 D 0140, 0220, and 7210.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Yes, I'm showing that we received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] If I can get the EOB.
[AGENT][NEUTRAL] I should be able to send it to you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, can I get a good fax number to send it to?
[CUSTOMER][NEUTRAL] Yeah, it's the it's the same number I gave you earlier [PII], it's both.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK, I just sent the fax over.
[AGENT][NEUTRAL] So the EOB
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII]. Can I also have a reference number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you again you have a great rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank