AccountId: 011433970860
ContactId: 7c631e93-15f8-4387-a4c8-1afc816bd4e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152699 ms
Total Talk Time (AGENT): 58238 ms
Total Talk Time (CUSTOMER): 61907 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/7c631e93-15f8-4387-a4c8-1afc816bd4e6_20250501T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Good morning. My name is [PII] calling you from the provider's office regarding requesting the copy of your. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing good. Thank you so much for asking. And how about you?
[AGENT][POSITIVE] Of course, and I can definitely, I can definitely get that EOB sent to you, uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] Yes, [PII], and my callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah, it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And the claim number is 3493272.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And uh what was the name and date of birth for this member, [PII]?
[CUSTOMER][NEUTRAL] Yes, member's last name is [PII] and the first name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the fax number to send this EOB to?
[CUSTOMER][NEUTRAL] OK. And the fax number is?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will get that sent to you now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] For this member only, for the date of service.
[CUSTOMER][NEUTRAL] Uh, [PII]. I have claim number with me. Send that, uh, that, uh, you will be as well to the same fax number, attention to my name.
[AGENT][NEUTRAL] OK, what was that claim number please?
[CUSTOMER][NEUTRAL] Claim number is 3493269.
[AGENT][POSITIVE] OK, I will get that one sent to you as well.
[CUSTOMER][NEUTRAL] OK. What about the call reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a great day. Bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.