AccountId: 011433970860
ContactId: db72ff33-548a-4921-ab4c-3ffe865aa6d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151199 ms
Total Talk Time (AGENT): 40670 ms
Total Talk Time (CUSTOMER): 57097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/db72ff33-548a-4921-ab4c-3ffe865aa6d1_20250501T14:37_UTC.wav
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[CUSTOMER][NEUTRAL] Baking soda and 1 tablespoon of white milk.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry, my name is [PII]. I'm calling from Bethesda Hospital, and I'm calling in reference to a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] OK. And the policy number is going to be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 02464971 [PII].
[CUSTOMER][NEUTRAL] Uh, the number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] The Data service is 1625 to 1725 and the bill charges.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] $57,410.
[AGENT][NEUTRAL] It looks like we received that on [PII] process 42225 and shoot.
[AGENT][NEUTRAL] Uh, it said that the explanation of benefits received does not list the amounts applied to the deductible co-pay or co-insurance.
[AGENT][NEUTRAL] We need an EOB that shows that explanation.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, where can I send that?
[AGENT][NEUTRAL] Um, do you want to fax it or?
[CUSTOMER][NEUTRAL] Can I fax it? Yeah, can I fax it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it and your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.