AccountId: 011433970860
ContactId: 06942cbd-0a4f-4438-ab4f-d363d2db965f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85260 ms
Total Talk Time (AGENT): 43530 ms
Total Talk Time (CUSTOMER): 28322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/06942cbd-0a4f-4438-ab4f-d363d2db965f_20250115T19:42_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 [PII], I'm trying to find out if you accept the electronic claims.
[AGENT][NEUTRAL] We do. Do you have, uh, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient? I can give you that information.
[CUSTOMER][NEUTRAL] 02545827
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] is uh [PII].
[AGENT][NEUTRAL] OK, thank you. Yes, ma'am, we do accept electronic submission for claims from this plan. Our payer ID is 60801.
[AGENT][NEUTRAL] Now we will need the primary EOB with the claim as well.
[CUSTOMER][NEUTRAL] OK, and clearing house, do you know what if that's uh?
[AGENT][NEUTRAL] SDS I believe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's SDS.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with today?
[CUSTOMER][NEGATIVE] Not today thanks.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.