AccountId: 011433970860
ContactId: 5fed04de-3ca6-463b-a47a-94f7fcfbfa75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82489 ms
Total Talk Time (AGENT): 38909 ms
Total Talk Time (CUSTOMER): 46659 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5fed04de-3ca6-463b-a47a-94f7fcfbfa75_20250604T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Care Resource in [PII]. I'm trying to submit to you guys a secondary claim and my clearing house is kicking it back even though I checked and the addresses look.
[CUSTOMER][NEUTRAL] I mean they look correct to me. Can you help me? I have two addresses. I have 1.
[AGENT][NEUTRAL] We can absolutely verify that.
[CUSTOMER][NEUTRAL] OK, I have one that's like [PII] and then I have another one [PII] on the card.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's the correct one, yes, so with that, uh, first one was an older address, the [PII] in [PII]. That is our current, uh, claims mailing address. I've also got a fax number and a payer ID I can give you.
[CUSTOMER][POSITIVE] Great and what's the
[CUSTOMER][NEUTRAL] OK, yes, what's the fax number?
[AGENT][NEUTRAL] Fax number is 877.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][POSITIVE] OK, let me, let me try and send it electronically if not I'll fax it over, but thank you so much have a great day thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it have a great one bye bye thanks bye bye bye.
[AGENT][POSITIVE] All right. Yeah. You too. Thank you. Bye-bye.