AccountId: 011433970860
ContactId: a77dae9c-d9a2-4d52-b736-424f9f1824b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124400 ms
Total Talk Time (AGENT): 47239 ms
Total Talk Time (CUSTOMER): 67675 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a77dae9c-d9a2-4d52-b736-424f9f1824b6_20250129T22:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I, I spoke with [PII] earlier and um she advised me that um that since my UB and itemized bill didn't have admission dates and times that I would need that maybe medical records, but I talked to the billing office and they are going to send me um via the mail an itemized bill.
[CUSTOMER][NEUTRAL] With the dates and times and a new UB, but also if you guys need medical records, is there a fax number I can give them so that I don't have to go pick them up?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah they can fax those to us, no worries.
[CUSTOMER][NEUTRAL] OK, and what is fax number is that?
[AGENT][POSITIVE] Absolutely. Let me pull that up for you real quick. As soon as I think I have it memorized, I need to look at it.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I get it.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Oh I'm so sorry. Thanks for your patience though.
[CUSTOMER][NEUTRAL] Maybe I'll even just have them fax the new UB and stuff to you guys that way I won't have to fax it, but.
[AGENT][NEUTRAL] Yeah, they can fax all that information.
[CUSTOMER][NEUTRAL] Or maybe
[CUSTOMER][NEUTRAL] Or maybe if you get the medical records then maybe that'll be all that's needed too, you know.
[AGENT][POSITIVE] Yeah, maybe they can use them in conjunction. Let me give you that fax number and then I say the more documents the better. So if they can fax us both, that's awesome.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Right, I and stuff, but yeah, that'd be good. All right.
[AGENT][NEUTRAL] Alright, I do have it listed as 877365-9423 and it would just be made attention to claims.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] Oh, it's my pleasure. And if you need anything else, just give us a call and we'll be happy to take care of you.
[CUSTOMER][POSITIVE] OK, thank you. Mm bye.
[AGENT][POSITIVE] My pleasure bye bye.