AccountId: 011433970860
ContactId: cdcceb8d-cc55-425b-a4f1-655e0aad288d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526609 ms
Total Talk Time (AGENT): 54084 ms
Total Talk Time (CUSTOMER): 101720 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cdcceb8d-cc55-425b-a4f1-655e0aad288d_20250131T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Uh, actually, I just now spoke with a representative from your site named [PII]. Uh, actually, I forgot to request an EOB. Uh, could you help me with the EOB to a fax number? Could you send it?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Did [PII] send you the EOB [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, she do, uh, I said she said that she, I didn't request the EOB. I forgot to request the UOB, so that's the reason I'm calling again.
[AGENT][NEUTRAL] She did send it.
[AGENT][NEUTRAL] OK alright um can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, I can give it. Uh, the callback number is [PII] with the extension of [PII].
[AGENT][NEUTRAL] OK, and then what was the claim number for the EOB that you're needing, sir?
[CUSTOMER][NEUTRAL] Yeah, it's uh 349-3393.
[AGENT][NEUTRAL] OK, and what was the patient's name?
[CUSTOMER][NEUTRAL] Yeah the business name is uh.
[CUSTOMER][NEUTRAL] Just a second. Uh, the patient's name is uh [PII].
[AGENT][NEUTRAL] And what's the patient's date of birth and policy number please?
[CUSTOMER][NEUTRAL] Yeah, sure. The personal date of birth is [PII], and the, uh, member ID is 2250022.
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Sorry, your voice is in and out. Could you repeat that again?
[AGENT][POSITIVE] I'm looking it up for you real quick.
[AGENT][NEUTRAL] OK, and what was the name of the facility that you're calling for?
[CUSTOMER][POSITIVE] Yeah, sure, please take your time.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Then the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah, it's Samson clinic.
[AGENT][NEUTRAL] Can you spell that for me please?
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Yeah, sure. No worries. Uh, it's S as in Sierra, A as in Alpha, N as in Nancy, S as in Sierra, U as in Uniform, M as in Mike.
[AGENT][NEUTRAL] Alright, let me see if I can find that EOB for you real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is your fax number needs to be sent to?
[CUSTOMER][NEUTRAL] Yeah, sure. And the fax number is [PII].
[AGENT][NEUTRAL] Oh, I'm gonna put you on a hold right now. I'm gonna send that fax.
[CUSTOMER][NEUTRAL] Could you send it to attention to my name?
[AGENT][NEUTRAL] Yes, I'm gonna put you on hold and send that to you. It's gonna be just a moment and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, yeah, go ahead.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.