AccountId: 011433970860
ContactId: 44988eb5-3654-4aa5-a4f2-d06bc70f241a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111760 ms
Total Talk Time (AGENT): 47821 ms
Total Talk Time (CUSTOMER): 44690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/44988eb5-3654-4aa5-a4f2-d06bc70f241a_20250320T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm calling to get the claims address num um claim address to submit claims. We sent it to the uh address that was on the back of the patient's card, but it was sent back and they had another address on it on the envelope as far as forwarding it to.
[CUSTOMER][NEUTRAL] Um, so I just want to clarify the address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sorry, I don't have it memorized. Let me get it pulled up for you if you don't mind.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Um, so our claims mailing address.
[AGENT][NEUTRAL] It's APL claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ok
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, that's the number that that's the address that was on the um envelope to forward it to. OK.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] What about do you want the payer ID or a fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I, um, yeah, give me the payer ID.
[AGENT][NEUTRAL] Uh, payer ID is OK. It's 60801.
[CUSTOMER][NEUTRAL] So I could put this in our system.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] Uh fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much definitely appreciate that.
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you for your assistance.
[AGENT][NEUTRAL] OK, well
[AGENT][POSITIVE] Thank you for calling APL. Have a terrific day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm