AccountId: 011433970860
ContactId: cb2cd7ee-db2c-4fa5-9ed9-ccbfd27a6512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134660 ms
Total Talk Time (AGENT): 25876 ms
Total Talk Time (CUSTOMER): 71238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cb2cd7ee-db2c-4fa5-9ed9-ccbfd27a6512_20250415T20:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Well, oh, it's not morning. Good afternoon, [PII]. Yes, I was just needing to see if an EOB could be faxed to me for a claim.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII].
[CUSTOMER][NEUTRAL] Last initial is A.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, and you're with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02462791.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so the patient's first name is [PII]. Last name is [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, the date of service is um [PII].
[CUSTOMER][NEGATIVE] And the total charged amount was $129 even.
[AGENT][NEUTRAL] And was that for an office visit?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um you can teach it to [PII].
[AGENT][NEUTRAL] OK, give it about 2 minutes and you should receive it.
[CUSTOMER][POSITIVE] Alright, well thank you so much and do we have a call reference number?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, well thank you so much and have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.