AccountId: 011433970860
ContactId: 79680f6e-4467-4180-b939-b6caa6dcb818
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142270 ms
Total Talk Time (AGENT): 33990 ms
Total Talk Time (CUSTOMER): 39879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/79680f6e-4467-4180-b939-b6caa6dcb818_20250205T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, give me one second please sorry.
[CUSTOMER][NEUTRAL] Hi, so sorry, so I have a patient that I'm just needing um to see if you have an EOB for that you could fax me over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also show you how to download it from our online service center as well. um, what is your name and what's the policy number?
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] Your name is [PII]? OK. And mhm.
[CUSTOMER][NEUTRAL] Policy number, yes.
[CUSTOMER][NEUTRAL] And then policy number is 02003539.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] And then the patient
[AGENT][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Give me one moment while I pull up the file and we'll proceed.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and what's the date of service in charge?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Uh, 2:31.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you a medical or dental provider?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Yeah do you not show a claim on file for that data service?
[AGENT][NEUTRAL] For a lecture.
[CUSTOMER][POSITIVE] OK, no problem, awesome, thank you, no problem.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you you too bye.