AccountId: 011433970860
ContactId: 8887e7b7-04ce-4e66-80af-38baa2d113a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141860 ms
Total Talk Time (AGENT): 41321 ms
Total Talk Time (CUSTOMER): 58240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8887e7b7-04ce-4e66-80af-38baa2d113a4_20250616T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII], and I have some questions for you that I need help with.
[AGENT][POSITIVE] OK, how can I help today?
[CUSTOMER][NEUTRAL] Um, I have a claim number and it says provide copies of your EOB from the insurance.
[CUSTOMER][NEUTRAL] And I thought I had done that, but I wanted to check with you and the dates that I need to give you.
[AGENT][NEUTRAL] OK, absolutely. What is the uh claim number you have?
[CUSTOMER][NEUTRAL] Alright, it's 3608442.
[AGENT][NEUTRAL] All right, I've got that pulled up here and then just for verification, may I please have your date of birth and address?
[CUSTOMER][NEUTRAL] All right. My birthday is [PII].
[CUSTOMER][NEUTRAL] And address is uh [PII].
[AGENT][NEUTRAL] Thank you. OK. Let me see.
[AGENT][NEUTRAL] So the EOB is being requested for a date of service of [PII] it looks like.
[CUSTOMER][NEUTRAL] [PII]. OK, I just needed to know what to look for and then I will upload that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, not a problem. Anything else I can check on?
[CUSTOMER][NEUTRAL] OK. Oh, so you've already got the um.
[CUSTOMER][NEUTRAL] Itemized billing you just need the EOB, is that right?
[AGENT][NEUTRAL] Yes, ma'am. That's all it's asking for for that service date. Uh-huh.
[CUSTOMER][POSITIVE] All right, I will look it up and send it in. Thanks for your help.
[AGENT][POSITIVE] My pleasure. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.