AccountId: 011433970860
ContactId: e0046ddb-3cc9-49da-b6d4-3fe96cd303cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128300 ms
Total Talk Time (AGENT): 26840 ms
Total Talk Time (CUSTOMER): 49617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e0046ddb-3cc9-49da-b6d4-3fe96cd303cb_20250611T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] Previously, I have called.
[CUSTOMER][NEUTRAL] For the patient.
[CUSTOMER][NEUTRAL] Pain and [PII]
[CUSTOMER][NEUTRAL] Just an hour ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you have a policy number?
[CUSTOMER][NEUTRAL] Yeah. 02428173, M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] Uh, I just need the EUB from your end to fax. Can you please fax the UB, uh, I will provide you the claim number.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] And data service and the bill I want to.
[CUSTOMER][NEUTRAL] Claim number starting with 352.
[CUSTOMER][NEUTRAL] 3603.
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can you please have the attention to patient's account number starting with P as in Papa.
[AGENT][NEUTRAL] OK, the P 0801571-23011?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Nothing, [PII]. Just any the fact, that's it. Thank you.
[AGENT][POSITIVE] Hey, thanks for calling APL. Have a great day.