AccountId: 011433970860
ContactId: 7093996f-2ae4-44eb-8272-ee7bb7bc83b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484859 ms
Total Talk Time (AGENT): 86550 ms
Total Talk Time (CUSTOMER): 100868 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7093996f-2ae4-44eb-8272-ee7bb7bc83b4_20250404T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling for provider to check our client status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status and may I have your name again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII] And uh I need a copy of EOB UOB alone. Can I provide the claim number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, bear with me just a second. I'll have to verify some information, Ms. [PII]. Uh, let me have, um, a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] 44. OK, I need the policy number of the patient.
[CUSTOMER][NEUTRAL] Sure. It is 01897877.
[AGENT][NEUTRAL] OK. Thank you. One moment, let me pull that information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the claim number?
[CUSTOMER][NEUTRAL] Sure. It is 352-938-6.
[AGENT][NEUTRAL] OK, thank you. Let me pull the image on that 11 moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK. And uh what is the fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The fax number which is [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, that's good. And I have a specific attention. When you're ready, I can provide that.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The attention is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the fax number is [PII] and it's gonna be attention [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]. That's right. And this one is denied for the office visit is not covered under the member's plan so we can uh bill the patient.
[AGENT][NEUTRAL] It's up to the provider's discretion. We don't have any contractual involvement on the remaining of the claim. Um, let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, sure. And when we can receive the EOB within this day?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, in a few minutes. I just need to send it right now, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can I get the spelling of your name?
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you for the assistance update you bye.
[AGENT][POSITIVE] You as well thank you for calling APL. Bye bye, Miss [PII]. Have a good weekend.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye.