AccountId: 011433970860
ContactId: 26eeb4e2-3cb3-4f17-94f6-5f7eabcbeb19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135210 ms
Total Talk Time (AGENT): 51404 ms
Total Talk Time (CUSTOMER): 86297 ms
Interruptions: 4
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/26eeb4e2-3cb3-4f17-94f6-5f7eabcbeb19_20250603T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from La Community Hospital. I wanted to see if I can obtain either a fax number or an address to see if I can send over a bill for a patient.
[AGENT][NEUTRAL] Yeah, for claim information, yeah, I have a mailing address, fax number and a payer ID.
[CUSTOMER][POSITIVE] OK perfect if I can have all three of them.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Absolutely, so our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that be like, would I do that you to first and how would that work?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes, OK, so it would be, um, what would that be like next week.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. And then the payer ID.
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][POSITIVE] Perfect. So, let's see.
[CUSTOMER][NEUTRAL] So the [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then the payer ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect thank you so much for your help. I really appreciate it. No, that'll be all. Thank you so much.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[AGENT][POSITIVE] All right, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Same to you. Thank you. bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.