AccountId: 011433970860
ContactId: 7a2bb7b0-9b17-4f1b-98dd-68c4f5f0f676
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132130 ms
Total Talk Time (AGENT): 57095 ms
Total Talk Time (CUSTOMER): 56781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7a2bb7b0-9b17-4f1b-98dd-68c4f5f0f676_20250429T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. Good morning. This is Miss [PII] calling from [PII]. I had called, uh, a couple of weeks ago on, on a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um I was supposed to receive the EOB. She was gonna fax it over to me, but I never did receive it from Miss [PII].
[AGENT][POSITIVE] OK, yeah, I can get that resent to you. I'm sorry about that. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh, did you have that policy or that claim number?
[CUSTOMER][NEUTRAL] Mhm. The policy number is 025951117.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Do you have that claim number?
[CUSTOMER][NEUTRAL] Yeah, let me look at my notes. I should. Claim number is 3566967.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let's see.
[AGENT][NEUTRAL] Got it. OK, um, what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] It's the same as my direct line [PII].
[AGENT][NEUTRAL] OK, alrighty, I will go ahead and get that sent to you now. Um, you should get it within about 10 minutes or so. Um, I'll go ahead and give it that about that long, um, sometimes we'll get a confirmation and other times we'll get, you know, that there might have been an error. So if there was some sort of error, um, I'll try to give you a call back and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That was it. You have a great, uh good evening.
[AGENT][POSITIVE] All right. Thank you. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye bye.