AccountId: 011433970860
ContactId: cb40efdf-4dbd-4153-a573-6dd7b37ac6ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108230 ms
Total Talk Time (AGENT): 35973 ms
Total Talk Time (CUSTOMER): 63022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/cb40efdf-4dbd-4153-a573-6dd7b37ac6ec_20250123T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. um, I received a, um, a bill from, well, not a bill. I have to pay, um, through because of the deductible to United Healthcare, uh, an amount due and I received an explanation of benefits from APL saying that they need.
[CUSTOMER][NEUTRAL] Copy of the explanation of benefits from the primary insurance carrier which is United Healthcare, but I don't know how to send that if there is a fax or the email that I can send the, the explanation of benefits.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, you can upload it online we have an online service center or you can fax it. I can give you the fax number if you prefer to fax it.
[CUSTOMER][NEUTRAL] OK, uh let me have the fax and then to upload it, do I need to create an account or?
[AGENT][NEUTRAL] Yeah, to yeah, to upload it online you would have to create an account, yes.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, let me write it down. OK, can, can I get the fax number just in case because I'm at work and I'm not maybe able to create the account now.
[AGENT][NEUTRAL] Yeah, absolutely. So the fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect attention to any department in particular or on.
[AGENT][NEUTRAL] Um, you can put attention to claims.
[CUSTOMER][POSITIVE] Claims OK perfect thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] The same bye bye bye.