AccountId: 011433970860
ContactId: b300beed-9f53-44f4-875e-b564b2b17803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232190 ms
Total Talk Time (AGENT): 84847 ms
Total Talk Time (CUSTOMER): 57501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b300beed-9f53-44f4-875e-b564b2b17803_20250115T18:51_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Healthy Balance and I just need to get an EOB sent over to us.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that, Ms. [PII], and do you have a good call back number I can snack from you real quick?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Direct line.
[AGENT][NEUTRAL] And what is your member's policy number today?
[CUSTOMER][NEUTRAL] Um, looks like it is policy number 01852008.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And would you be able to please share your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah [PII], [PII].
[AGENT][POSITIVE] Thank you. One moment please.
[AGENT][NEUTRAL] And do you have the claim number on the EOB you're needing a copy of?
[CUSTOMER][NEUTRAL] Um, no, I do not. I don't have the EOB. I have a date of service.
[AGENT][NEUTRAL] OK, I can search for her through that data service. What's that for you.
[CUSTOMER][NEUTRAL] OK, so it looks like [PII] 24.
[AGENT][NEUTRAL] Alright one sec.
[CUSTOMER][NEUTRAL] Bill amount would be 65.
[AGENT][NEUTRAL] And the name of the provider's office on that claim?
[CUSTOMER][NEUTRAL] It would be Doctor [PII] for Healthy Balance, chiropractic and acupuncture.
[AGENT][POSITIVE] Thank you, thank you. And I can fax you that EOB if you'd like, ma'am.
[CUSTOMER][POSITIVE] Perfect, I can give you our fax number whenever you're ready.
[AGENT][POSITIVE] OK, awesome and I'm just waiting for that dialog box to load. Do you want that made attention to yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] And is it N I C O L E or is there an H in there?
[CUSTOMER][NEUTRAL] No H.
[AGENT][POSITIVE] No, OK, perfect. And one more second.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Sorry, I clicked it too many times and it got really mad at me.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Perfect. I am ready for that fax number now. Thank you.
[CUSTOMER][NEUTRAL] OK, and it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, perfect. I am hitting send on that right now. It should be coming your way within the next 5 to 10 minutes. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Just a reference number for our call please.
[AGENT][NEUTRAL] Oh, you betcha. It's my name [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right perfect [PII] thank you so much for all your help.
[AGENT][POSITIVE] Hey, my pleasure, [PII]. Thanks for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.