AccountId: 011433970860
ContactId: d77bca17-9f36-49ed-83da-0693801d1616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118400 ms
Total Talk Time (AGENT): 24547 ms
Total Talk Time (CUSTOMER): 32200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d77bca17-9f36-49ed-83da-0693801d1616_20250603T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Doctor [PII]'s office. I was calling to see if I could get a duplicate EOB.
[AGENT][NEUTRAL] OK. Do you have a, can I get a good callback number, [PII]?
[CUSTOMER][NEUTRAL] 337
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and I can help you with that duplicate EOB. Do you have that policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have an ID number of 615937.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and it was $1,438.
[AGENT][NEUTRAL] OK, let's see, 4:38.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over. It just takes about 2 minutes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.