AccountId: 011433970860
ContactId: c95ffb09-1a1b-4b8d-b731-5eb1add0e9d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249660 ms
Total Talk Time (AGENT): 50487 ms
Total Talk Time (CUSTOMER): 133147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c95ffb09-1a1b-4b8d-b731-5eb1add0e9d4_20250605T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. This is [PII]. Last initial is [PII]. I am calling to request a copy of the EOV please.
[AGENT][NEUTRAL] OK, [PII], um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my call back number is uh.
[CUSTOMER][NEUTRAL] Uh, where's my number [PII].
[AGENT][NEUTRAL] And which provider are you with?
[CUSTOMER][NEUTRAL] This is for Tanner, T A N N E R, Hanner Medical Center.
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] One moment. Policy number 2248701.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, for [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, this is [PII].
[CUSTOMER][NEUTRAL] Uh, an old data of service 9-14-2022 for $983.
[AGENT][NEUTRAL] Um, do you have the procedure code for that?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 99283.
[CUSTOMER][NEUTRAL] For emergency.
[AGENT][NEUTRAL] Um, we've got a claim for that date for 99284.
[AGENT][NEUTRAL] But was this for 99283?
[CUSTOMER][NEUTRAL] Um, I actually, we, we actually requested a copy of the OB 2 times last year, but we did not receive. I have the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 32088997.
[CUSTOMER][NEUTRAL] Also the check number and the reference number from the previous rep.
[AGENT][NEUTRAL] OK. And what is your fax number?
[CUSTOMER][NEUTRAL] Yes. One moment. The fax number, ma'am, [PII]. Attention to my name, [PII], and the account number [PII].
[AGENT][NEUTRAL] OK, and that fax number is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[CUSTOMER][NEUTRAL] Uh, ma'am, do you also send a copy of
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] I mean, do you also send it through your email by any chance or just fax?
[AGENT][NEUTRAL] Um, it's just through facts.
[CUSTOMER][NEUTRAL] Yes, OK, noted.
[CUSTOMER][NEUTRAL] OK, I only have one date of service, ma'am. Um, call reference number please.
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] OK 2605.
[CUSTOMER][NEUTRAL] So, oh thank you. How long again do I need to wait for the past 15 minutes?
[AGENT][NEUTRAL] Um, I just, I just sent it, so it should just take, uh, it could take up to 5 minutes. It shouldn't take any longer than that.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Oh, OK. OK. Thank you, thank you, ma'am, [PII]. That's it for me. Bye-bye.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day. Bye-bye.