AccountId: 011433970860
ContactId: 32b4ea42-0d76-4b0a-b740-2f0788c75f66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138500 ms
Total Talk Time (AGENT): 57887 ms
Total Talk Time (CUSTOMER): 45362 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/32b4ea42-0d76-4b0a-b740-2f0788c75f66_20250311T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][POSITIVE] Yes, great, what can we do for you?
[CUSTOMER][NEUTRAL] Yeah, right now called uh just a few minutes ago.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah. Uh, may I know what's the timely filing limit to submit a claim with primary UB?
[AGENT][NEUTRAL] Oh sure, yes, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, there is no timely filing limit, right?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And may I know your fax number and mailing address?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and may I know the mailing address?
[AGENT][NEUTRAL] Yes, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, let me confirm it. It's [PII] and [PII], right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, and there is no timely filing limit, right, to submit?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][POSITIVE] OK, thank you, thanks for this. And may I know the group number?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Oh yes, let me get that for you.
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] Um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and the uh.
[AGENT][NEUTRAL] Let's see, um, group number is 17609.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thanks for this information. Have a great day. Bye-bye.
[AGENT][POSITIVE] You are very welcome. Thank you, [PII]. You too. Bye bye.