AccountId: 011433970860
ContactId: 25be289d-a0e7-4571-9fcb-57c862f767f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104339 ms
Total Talk Time (AGENT): 43214 ms
Total Talk Time (CUSTOMER): 54551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/25be289d-a0e7-4571-9fcb-57c862f767f0_20250211T16:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling, um, with Stepping Stones Therapeutics, and I'm trying to actually build a secondary on the website, and I keep getting an error message and it told me to call this number and press option 4.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] If we keep get sorry.
[AGENT][NEUTRAL] I apologize, Ms. [PII]. You so you're trying to pay a bill or pay an invoice?
[CUSTOMER][NEUTRAL] I'm sorry, I'm, no, I am trying to send an EXA in. I'm with a billing.
[CUSTOMER][NEUTRAL] Um, facility, well, with the provider's facility, so I'm trying to build more services, sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, I get what you're saying. So you're trying to submit a claim through the online service center and it's giving you an error message?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I can send a request to see if we are having issues with our online service center, but you can fax the claim to our office if you like.
[CUSTOMER][POSITIVE] Awesome, can I get the fax number?
[AGENT][NEUTRAL] Yes, ma'am. It's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] in the meantime I'll try and do that but um.
[CUSTOMER][NEUTRAL] If it, I don't know if it does any different. They just told me to call this number, but if it, I can keep trying to it's fine.
[AGENT][NEUTRAL] If you like, uh, but one of the
[AGENT][POSITIVE] Besides that way, the quickest way is to fax it to us.
[CUSTOMER][POSITIVE] OK, that'll work. Alright, thank you so much.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.