AccountId: 011433970860
ContactId: f3e29ecb-0ef7-4f62-9388-1d278b4309cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137350 ms
Total Talk Time (AGENT): 48845 ms
Total Talk Time (CUSTOMER): 56654 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f3e29ecb-0ef7-4f62-9388-1d278b4309cf_20250421T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because um I was trying to pull a remit or like an EOB offline but it's saying it can't find the claim.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you um with locating that client. First, let me get your name and a good callback number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 1455717.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm. Mhm. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] for a total of $92.70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, did you say you were able to find the claim, but they won't let you print it off or pull it up, or?
[CUSTOMER][NEUTRAL] No, it's saying there's no claim they can't find it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Well, actually, I found the claim here. I can fax you the EOB if you need that.
[CUSTOMER][POSITIVE] That'd be that'd be perfect.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 431.
[CUSTOMER][NEUTRAL] 8935 attention [PII] and billing please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that'll be all thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Mm thank you.