AccountId: 011433970860
ContactId: 94657ee6-4616-41bf-b11e-b9c1e738404d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105239 ms
Total Talk Time (AGENT): 43117 ms
Total Talk Time (CUSTOMER): 29979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/94657ee6-4616-41bf-b11e-b9c1e738404d_20250206T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to know if I could get a fax of an EOB.
[AGENT][NEUTRAL] Um, yes, ma'am. First, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now I need the policy number, please?
[CUSTOMER][NEUTRAL] It is 606-7887.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And now I need the date of service and bill charges for the claim or either the claim number.
[CUSTOMER][NEUTRAL] Um, it was a pre-authorization that was sent.
[AGENT][NEUTRAL] OK, so you need the fax of the pre-authorization?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. We'll get that information faxed over to you. Is there anything else that I can assist you with? You should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] OK, perfect. No, that was all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Mhm. Thank you.