AccountId: 011433970860
ContactId: abccfcb0-2635-4476-894c-20e70bd9c1e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185679 ms
Total Talk Time (AGENT): 65128 ms
Total Talk Time (CUSTOMER): 130745 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/abccfcb0-2635-4476-894c-20e70bd9c1e1_20250519T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] HCL. How can I help you? Yeah, hi. My name is [PII], but my last initial is [PII], calling to get an EB copy to my fax number. I made a call previously on
[CUSTOMER][NEUTRAL] May, sorry, [PII] and I spoke to Representative [PII] and I got all the claim informations. And I requested the UB copy through my email ID but I did not receive the email. So that's, that's the reason I'm making a call today for my claim.
[AGENT][NEUTRAL] OK, so we're needing that you'll be um.
[AGENT][NEUTRAL] Do you need it sent? I can send it through fax.
[CUSTOMER][POSITIVE] We're needing that you'll be um. Yeah. I can send it to that. Yes, definitely, thank you so much.
[AGENT][POSITIVE] OK awesome uh [PII] before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] OK, awesome. uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnecting? Sure, my callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and then do you have the uh claim number for this EOB?
[CUSTOMER][NEUTRAL] Thank you. And then do you have the uh claim number for this? Oh sure, the claim number is
[CUSTOMER][NEUTRAL] 358
[CUSTOMER][NEUTRAL] 51.
[AGENT][NEUTRAL] I'm so sorry [PII], you're cutting out a bit. Could you repeat that?
[CUSTOMER][NEUTRAL] I'm so sorry, like you're cutting out a bit. Could you repeat that? Oh, sure. It's 358-513-3.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK thank you one moment. Yeah.
[CUSTOMER][NEUTRAL] Um, will you please check internally whether the email has been sent to me or not on previous call made on [PII]?
[AGENT][NEUTRAL] Um, I'm unfortunately unable to check that, but I again I can go ahead and get this resent to you. Uh, if you would like, can you, uh, verify the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Um, I'm unfortunately unable to check that, but go ahead and get this sent to you. Uh, if you, uh, verify the name and date of birth for this number? So, the member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that um now you did want me to resend this through fax, correct?
[CUSTOMER][NEUTRAL] OK, thank you for verifying that. um, now you did want me to resend this through fax, correct? Yes, correct.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] OK, what was that fax number for you? My fax number is [PII]. Please send with attention, [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to you to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] I'm gonna read that back to you to make sure I heard that correctly that was 209.
[CUSTOMER][NEUTRAL] [PII]. Yes, [PII].
[AGENT][POSITIVE] Got it. Alright, I will go ahead and send that now. You should get it within about 10 minutes or so. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK. Alright, I will go ahead and send that now. It should be within about 10 minutes or so. OK. Uh, what's the, uh, call call reference number for our conversation?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and surname is spelled [PII]
[CUSTOMER][NEUTRAL] It would just be my first name.
[CUSTOMER][NEUTRAL] My name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much and have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Of course thanks for calling HL you too bye.