AccountId: 011433970860
ContactId: 802a46b1-d0bc-42ee-bfc4-c715ee03efab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544080 ms
Total Talk Time (AGENT): 85181 ms
Total Talk Time (CUSTOMER): 114822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/802a46b1-d0bc-42ee-bfc4-c715ee03efab_20250319T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I work for OSU Physicians, and I'm calling to find out if I can get a copy of a, a completed EOB.
[AGENT][NEUTRAL] Uh, yes ma'am, I can send you an EOB Ms. [PII]. Can I please get your call back number, ma'am, just in case our call is dropped.
[CUSTOMER][NEUTRAL] Yes, yes, uh, my call back today is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, this one's gonna be for [PII]. Um, her date of birth is [PII].
[CUSTOMER][NEUTRAL] And a policy number I show.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, it's 01986430.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got it pulled up and do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, let me check and see if it's listed on here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] sure
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it does not look like I have a claim number.
[AGENT][NEUTRAL] OK, that's fine. I can look it up um can you give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so we have data service as [PII].
[CUSTOMER][NEUTRAL] And uh charged amount was $837.55.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary paid?
[CUSTOMER][NEUTRAL] OK, OK, so Blue Cross paid uh 8-1755 that leaves uh grab my trusty.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Your trustee was the calculator?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, a whopping 20 bucks, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna look this up real quick. I'm gonna put you on a brief hold while I pull it in and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your fax number that you want me to fax the EOB to?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You can uh close my door please.
[AGENT][NEUTRAL] OK, I'm gonna put you on another quick hold while I get that fax ready for you and I'm gonna send it on over, OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Alright, thank you. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now. I'm sorry it took a little bit, but it's my first one I sent today and I think my computer had to wake up.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Yes, yes, I understand that.
[CUSTOMER][NEUTRAL] OK, well I sure appreciate you, um, will we have a reference for our phone call today?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Oh perfect, alright, alright, well thank you again [PII].
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, no, I think that was it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well. Goodbye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].