AccountId: 011433970860
ContactId: 5fd4fd08-d7c6-4923-89e4-ec9d07c0ea2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272570 ms
Total Talk Time (AGENT): 81828 ms
Total Talk Time (CUSTOMER): 71993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5fd4fd08-d7c6-4923-89e4-ec9d07c0ea2e_20250425T19:25_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 to see if I could get the copy of an EOB fax of this member.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the um copy of the explanation of benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's the phone number is [PII]. The policy number is 01933967.
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you have the claim number?
[CUSTOMER][NEGATIVE] I unfortunately do not.
[AGENT][NEUTRAL] OK, um, this is fine. I can look the claim up with the data service and the total bills.
[CUSTOMER][NEUTRAL] The date of service is [PII] with a bill amount of 2,468.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold while I locate the claim?
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] And then also what is the name of the provider's office that would be on the claim?
[CUSTOMER][NEUTRAL] Professional surgical services.
[AGENT][NEUTRAL] Alright, thank you, hold on one moment, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much for holding. I apologize for that wait. So I have the claim here. Did you need the um like the status, like when it was received and processed or you just need it sent the explanation of benefits sent to you?
[CUSTOMER][NEUTRAL] Um, well, I just need the EOB.
[CUSTOMER][NEUTRAL] Um, if it has like any other information, I just need to know um what the status as well like the.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It it
[AGENT][NEUTRAL] Right, so I'm I'm just asking, do you want to go over over the phone or you just want me to email you the copy of the explanation of benefits?
[CUSTOMER][NEUTRAL] Oh no, yeah, I just faxed you the copy please.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I don't know if the phone went in or out, but I heard [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And does it need to be attention [PII]?
[CUSTOMER][NEUTRAL] Yes, attention to K C K A S E Y.
[AGENT][NEUTRAL] OK, so I am sending this over to you now, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.