AccountId: 011433970860
ContactId: 97305e46-876f-4be6-9c9e-290a835354f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113339 ms
Total Talk Time (AGENT): 19379 ms
Total Talk Time (CUSTOMER): 37526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/97305e46-876f-4be6-9c9e-290a835354f6_20250523T17:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Prisma Health Hillcrest Hospital.
[CUSTOMER][NEUTRAL] I need to see if I can get an EOB faxed to me please.
[AGENT][NEUTRAL] OK, I can help you with an EOB. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02230028
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] 9124.
[CUSTOMER][NEUTRAL] Build out 11,000.
[CUSTOMER][NEUTRAL] $908.10.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you have a fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 522
[CUSTOMER][NEUTRAL] 958 7.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Um, just give me about 2 minutes.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.