AccountId: 011433970860
ContactId: dfc243a2-151f-4c82-9c96-dfd5ef856085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413070 ms
Total Talk Time (AGENT): 79420 ms
Total Talk Time (CUSTOMER): 89079 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/dfc243a2-151f-4c82-9c96-dfd5ef856085_20250411T17:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP.
[AGENT][NEUTRAL] Hello, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] here from Community Medical Associates for Klein.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. May I please get your
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Name and your callback number.
[CUSTOMER][NEUTRAL] Sure. My name is [PII], initial to my last name is [PII]. Callback number is [PII], and it's a direct line.
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And then um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient named [PII]. Date of birth is [PII]. And members ID is 02449775.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and um what's [PII]'s data service and charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] was $242 even. And I do have the information about the client that got denied for non-covered due to member has an exclusion for an officer. But we requested the copy of EOB through fax, but it hasn't been received yet. So I just want the copy of EOB.
[CUSTOMER][NEUTRAL] OK actual.
[AGENT][NEUTRAL] Yes sir, I can send you the EOB. Can you please give me the claim number?
[CUSTOMER][NEUTRAL] Sure. I just have your uh
[CUSTOMER][NEUTRAL] Um, 3,572,590.
[AGENT][NEUTRAL] OK and then what is the fax number I need to send it to?
[CUSTOMER][NEUTRAL] It's 732.
[CUSTOMER][NEUTRAL] 289-925-4 and attention to my name, [PII].
[AGENT][NEUTRAL] [PII] OK, I'm gonna put you on a quick hold while I get that ready to fax to you and I will be right back.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time, no problem.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 90
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So I wanna let you know I have not forgot about you. It's loading now, OK?
[CUSTOMER][POSITIVE] Uh-huh. No problem.
[AGENT][NEUTRAL] OK, gonna be a brief hold just a little bit longer and I'll have it right to you.
[CUSTOMER][NEGATIVE] Yeah, sure. You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], thank you for holding for me. That fax has been sent and you should be getting it within the next 5 or 10 minutes, OK? And I'm gonna keep an eye on it for you to make sure that you receive it.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Yeah. All right. Thank you. I really appreciate it. All right. And may I get the card reference number, please?
[AGENT][POSITIVE] Yeah, it's no problem.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good day and have a great day. We weekend ahead. Take care.
[AGENT][POSITIVE] You too, [PII]. You have a wonderful weekend. Thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.