AccountId: 011433970860
ContactId: 98a33abf-051d-4d77-a5f9-1eb27de3a279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314350 ms
Total Talk Time (AGENT): 92470 ms
Total Talk Time (CUSTOMER): 108251 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/98a33abf-051d-4d77-a5f9-1eb27de3a279_20250527T15:35_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from office to check on the status for our client. Could you assist me further?
[AGENT][NEUTRAL] Sure, I can assist you with that. I did not catch your name. Could you provide me with the spelling of it?
[CUSTOMER][NEUTRAL] Uh that is [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] Can I have a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] And callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the member's policy number that you're calling to verify benefits eligibility for?
[CUSTOMER][NEUTRAL] Uh, that is.
[CUSTOMER][NEUTRAL] You asked me the member ID, right?
[AGENT][NEUTRAL] Yes, the members ID.
[CUSTOMER][NEUTRAL] That is 02450555.
[AGENT][NEUTRAL] [PII], what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's first name would be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And you said you were calling to verify eligibility and benefits.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And the reason for your call was to verify eligibility and benefits.
[CUSTOMER][NEUTRAL] Uh, no, claim status.
[AGENT][NEUTRAL] What is the data service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] That is 9-19 2024. The total charge is $690 even.
[CUSTOMER][NEUTRAL] I get the status through call, but I didn't get that EOB through fax. Could you please send this claim EOB through fax and fax number, ma'am?
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] And [PII], what is your fax number?
[CUSTOMER][NEUTRAL] Uh, that is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] No, I can repeat that. [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, may I get your name. Could you please spell for that?
[AGENT][NEUTRAL] [PII] and today's date as a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK, sir. And may I get your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sir. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] And I, sorry, say I have one more question. Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] And, uh, when we, uh, may get it, uh, time, time to get the EOB? I mean, how much is to receive the EOB?
[AGENT][NEUTRAL] I'm not sure how long it would take. I just know that I'm sending it over to you by fax.
[CUSTOMER][NEUTRAL] So you mean uh 24 hours or like that?
[AGENT][NEUTRAL] I'm not sure how long it will take for you to get the fax. Unfortunately, [PII], all I know is that once I fax it over to you, it sends me a confirmation stating that it was sent out successfully.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][NEUTRAL] But you can go on to [PII] online.
[AGENT][NEUTRAL] And pull up the claim to verify it if you really, if it's urgent that you received the EOB promptly.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, it's fine. So you can send this through fax, right? I can get it later.
[AGENT][POSITIVE] Yes, that is correct. Alrighty, well thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][POSITIVE] OK, thank you. Thank you, sir.
[CUSTOMER][NEUTRAL] You too. Bye.