AccountId: 011433970860
ContactId: 62bacfa8-7191-43e2-a494-daa692f82a7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164259 ms
Total Talk Time (AGENT): 32751 ms
Total Talk Time (CUSTOMER): 83670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/62bacfa8-7191-43e2-a494-daa692f82a7c_20250415T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling to request a copy of of an EOB. It's an old claim We Act 2022.
[AGENT][NEUTRAL] OK. Are you with the provider's office, Rose?
[CUSTOMER][NEUTRAL] Uh, facility, yes, provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can I get a good callback number?
[CUSTOMER][NEUTRAL] Mhm. Callback number [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm. Yes. The member ID number 2248701.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] Yes, the date of service at [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] Yes, for $983 even.
[AGENT][NEUTRAL] OK, do you need the status or do you just need me to fax over the claim or EOB?
[CUSTOMER][NEUTRAL] Uh, please, uh, yeah, just the EOB.
[AGENT][NEUTRAL] OK, and your fax number?
[CUSTOMER][NEUTRAL] Yeah. The fax number [PII]. Attention to [PII] and the reference, uh patient first name [PII], reference [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, [PII], I'll get this faxed over. It just takes about 2 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, good question, man. Do you also send a copy of your via email or just fax?
[AGENT][NEUTRAL] Just facts.
[CUSTOMER][NEUTRAL] OK. All right. All right then I'll wait for it. Um, call reference number, please?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Good. Thank you, ma'am [PII]. Have a great day to you. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL as well.