AccountId: 011433970860
ContactId: ce7726de-73cf-49d0-8c92-fb8cd40e34d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204580 ms
Total Talk Time (AGENT): 83604 ms
Total Talk Time (CUSTOMER): 76136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ce7726de-73cf-49d0-8c92-fb8cd40e34d0_20250313T16:42_UTC.wav
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[AGENT][POSITIVE] Good excuse me. Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. My name is [PII]. Um, I'm calling from Oklahoma Heart Hospital and I'm calling to see if you're able to fax an EOB.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is 23.
[CUSTOMER][NEUTRAL] Well, I'm sorry, it starts with a 0.023.
[CUSTOMER][NEUTRAL] 72788
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] The flare
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're wanting a copy of an EOB fax, is that correct?
[CUSTOMER][NEUTRAL] Yes, correct. Yes. We requested it um uh last year, but we never received it.
[AGENT][NEUTRAL] OK, uh, do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yes, date of service is 1125 23.
[AGENT][NEUTRAL] And the amount of that charge.
[CUSTOMER][NEUTRAL] I'm sorry. It is $2,693.29.
[AGENT][NEUTRAL] Mean.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Oklahoma Heart Hospital.
[AGENT][NEUTRAL] OK, let me make sure I can pull up this EOP. Give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and um Ms. [PII], what is that fax number?
[CUSTOMER][NEUTRAL] Um, it's the same as my phone number, which is [PII].
[AGENT][NEUTRAL] OK, uh, so the phone number and the fax number is the same.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK, I will fax this over to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, that, that's it. So I guess I just allow um a few minutes to receive it.
[AGENT][NEUTRAL] Yes, ma'am. Just give it about 5 minutes. If you hadn't received it, just give us a call back. Alright, do you have access to our online service center?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't.
[AGENT][NEUTRAL] OK, well, we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much. And if I can get a reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK. And you say it's [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, well, thank you so much and you have a great day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] No.