AccountId: 011433970860
ContactId: 0ed1f6a1-8ab2-46dd-8599-614f5eb7e2ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109660 ms
Total Talk Time (AGENT): 40051 ms
Total Talk Time (CUSTOMER): 43989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0ed1f6a1-8ab2-46dd-8599-614f5eb7e2ac_20250306T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Tri County Hematology and Oncology, and we have a patient in with your insurance and you need to get your, um, 4 digit EDI payer ID so that way we can submit the claims.
[AGENT][NEUTRAL] OK, I can help with that, Miss [PII]. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is um [PII]. Her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And policy is 02597856.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] It's under employee spouse.
[AGENT][NEUTRAL] OK, thank you, and you're just needing our payer ID number so that you can file the claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, submit the electronic claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. The payer ID number is 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, that's all I needed thank you for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I, I hope you have a wonderful day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mm bye.