AccountId: 011433970860
ContactId: edf1d68c-eac3-4e96-9389-b79b0b77384f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136720 ms
Total Talk Time (AGENT): 54603 ms
Total Talk Time (CUSTOMER): 48891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/edf1d68c-eac3-4e96-9389-b79b0b77384f_20250224T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I was, um, I had spoken with somebody earlier and was trying to get an EOB sent to me for a certain patients state of service, and I they were sending it to our phone number instead of the fax number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Well, I can resend it for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 607-703
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, it was from, uh, [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, here it is. And what's the um fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and just for the call again, all the information provided was a verification of benefits, not a guarantee of payment. So for this, um, I'll go ahead and fax the explanation of benefits over to you. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.