AccountId: 011433970860
ContactId: ab302680-7c32-474a-a19b-2466b3b1539a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101080 ms
Total Talk Time (AGENT): 52377 ms
Total Talk Time (CUSTOMER): 76028 ms
Interruptions: 6
Overall Sentiment: AGENT=3.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ab302680-7c32-474a-a19b-2466b3b1539a_20250326T20:30_UTC.wav
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[CUSTOMER][NEUTRAL] Dolls to pop up above.
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey they give me a give me a house.
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII]. I was wondering if there's a fax number that I can submit a couple of claims for a patient.
[AGENT][POSITIVE] No, it would be my pleasure to assist you with that fax number. And what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Cancer Healthcare Associates.
[AGENT][POSITIVE] Thank you [PII] and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the patient's policy number so that I can give you the correct fax number?
[CUSTOMER][NEUTRAL] Yes, it's uh 02216354 ML 8.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And you said the date of birth?
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. So, [PII] for this policy, I can give you our claims fax number. We will need the primary EOB as well with the claim.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that fax number is 877.
[CUSTOMER][NEUTRAL] Mhm mhm OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that comes straight to our claims department.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that fax number. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] to assist you.
[CUSTOMER][POSITIVE] No, that's it thank you you too thank you bye bye.
[AGENT][POSITIVE] Thank you, [PII] for calling APL, hope you have a wonderful afternoon.
[AGENT][POSITIVE] Thank you. Bye bye.