AccountId: 011433970860
ContactId: 9b414c1c-7fd6-400d-ae85-14693322da4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279880 ms
Total Talk Time (AGENT): 81930 ms
Total Talk Time (CUSTOMER): 132084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/9b414c1c-7fd6-400d-ae85-14693322da4c_20250206T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can you hear me now?
[AGENT][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Oh, OK, hold on for me one second, [PII]. I think I got this thing going backwards.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] OK, I was calling, um, I had called and spoken with the representative yesterday, actually two of them, and she was going to fax me, um, 2 EOBs for one of our patients. I know she said it would be like a couple of minutes or like 10 or 30 minutes, but I haven't gotten them yet, so I just wanted to to doing a follow up call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yeah, sorry about that. Um, do we have the claim numbers or policy number?
[CUSTOMER][NEUTRAL] Um, I have one of the claim numbers, but I have, you know, the dates of service and everything and the policy number.
[AGENT][POSITIVE] OK, absolutely. So we can go with the policy number, that works.
[CUSTOMER][NEUTRAL] OK, now the policy number is 022-038887.
[AGENT][NEUTRAL] OK, look that up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh huh. Her name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and then what's the first data service we're looking for?
[CUSTOMER][NEUTRAL] Um, now, actually there are both of these are [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um yeah I had called on.
[CUSTOMER][NEUTRAL] The bill amount of $308.
[AGENT][NEUTRAL] 8 1017 23.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So for [PII] data service 1017 23 it looks like.
[AGENT][NEUTRAL] I see one for.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] A build amount of 18,780.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] She did tell me that yesterday and I did need that one too. She was gonna fax me both of them.
[AGENT][NEUTRAL] You need this one?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need that one and the other one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull this up here.
[AGENT][NEUTRAL] OK. What is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] and I can spell that name for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Uh sir, actually I'm gonna need that other one too for the 300 well let's see 300 and we have one for 300 and yeah.
[AGENT][NEUTRAL] $8.
[CUSTOMER][NEUTRAL] Because see we have a claim for 150 but again she said she didn't see that one but she did see that one for 187. I don't know what that's about, but again I, I.
[AGENT][NEUTRAL] Yeah, I was 180.
[CUSTOMER][NEUTRAL] I really, I don't know what that one OK so OK.
[AGENT][NEUTRAL] Alright, 804-355-99.
[AGENT][NEGATIVE] OK, um, I'm resending both of these to you. It shouldn't, it shouldn't take longer than like 5 to 10 minutes honestly for it to come through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK then.
[AGENT][NEUTRAL] Was there anything else?
[CUSTOMER][POSITIVE] No thank you very much I really appreciate it.
[AGENT][POSITIVE] You're welcome. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too now bye bye.