AccountId: 011433970860
ContactId: eed04316-9c52-4e0c-aea4-1244b16a1f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259329 ms
Total Talk Time (AGENT): 114472 ms
Total Talk Time (CUSTOMER): 85462 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/eed04316-9c52-4e0c-aea4-1244b16a1f63_20250421T14:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling regarding an explanation of benefits that I received for patients.
[AGENT][NEUTRAL] OK, I can help you with your EOB. Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Are you saying
[CUSTOMER][NEUTRAL] [PII]. Her birth date is [PII]. The policy number is 02563133.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, I've got her pulled up. What was the date of service?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the um claim number?
[CUSTOMER][NEUTRAL] Uh, claim number is 358-7017.
[AGENT][NEUTRAL] OK, let me look her claim up real quick.
[AGENT][NEUTRAL] OK, I do show that this claim is awaiting eligibility from benefits and a card. Once we receive the elig eligibility from them, we will reprocess the claim automatically for you.
[CUSTOMER][NEUTRAL] OK, so, uh, who does, I mean, does the patient need to call or like what? I don't know what that is.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Right. So, um, the, the last day.
[CUSTOMER][NEUTRAL] Benefits in a card, I don't know.
[AGENT][NEUTRAL] Right. The last effective date of the policy.
[CUSTOMER][NEGATIVE] I'm sorry you're cutting out.
[AGENT][NEUTRAL] Oh, I'm sorry, I apologize. The last effective date of the policy was [PII].
[CUSTOMER][NEUTRAL] I can't, um.
[CUSTOMER][NEUTRAL] Ma'am, I, I'm not unders it's cutting out every other word.
[AGENT][NEUTRAL] Here, let me fix it real quick.
[AGENT][NEUTRAL] I'm sorry, can you hear me better?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] OK, I apologize. So when we get um remarks that we're waiting for eligibility from benefits and a card, she can call her employer, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And once we get the eligibility for that week of service, then we will reprocess the claim for you automatically.
[CUSTOMER][NEGATIVE] OK, yeah, your phone's breaking up. I
[AGENT][POSITIVE] Oh no, I am so sorry. Here, let me try.
[CUSTOMER][NEUTRAL] OK, well, I kinda caught.
[CUSTOMER][NEUTRAL] Um, so she just needs to contact her employer.
[AGENT][NEUTRAL] Can you hear me better now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah she can contact her employer as far as eligibility.
[CUSTOMER][NEUTRAL] So she needs to contact her employer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, I'll let her know. Thank you.
[AGENT][POSITIVE] OK. I apologize for the phone. You're welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's OK. Uh huh bye.
[CUSTOMER][POSITIVE] You too, thanks.