AccountId: 011433970860
ContactId: ad603d0d-6bdb-47f6-8d27-0e5312fb49e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64610 ms
Total Talk Time (AGENT): 26428 ms
Total Talk Time (CUSTOMER): 33702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ad603d0d-6bdb-47f6-8d27-0e5312fb49e4_20250624T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Memorial Healthcare. um, I just received a, um, EOB, uh, for a patient um you guys are requesting the EOB from the primary insurance. I just need to know how to send that to you guys if you want it mailed, emailed, faxed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, we can accept it either via fax or in the mail and I can give you that information, whatever is easiest.
[CUSTOMER][POSITIVE] Yeah, if you could give me the fax number that'd be great.
[AGENT][NEUTRAL] Yeah, absolutely. So fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome do I need to attention that to anybody or any specific department?
[AGENT][NEUTRAL] You can just put attention claims on there that'll work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that is all I needed today.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Alright thanks bye bye.