AccountId: 011433970860
ContactId: 62f1e0f4-3832-457a-a2a9-c57e5d7280cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124639 ms
Total Talk Time (AGENT): 56677 ms
Total Talk Time (CUSTOMER): 74288 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/62f1e0f4-3832-457a-a2a9-c57e5d7280cd_20250402T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Live. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I'm calling from Auer Family Health. I'm calling to get um y'all's payer ID for sending claims out electronically through Wayar, the Navaco Clearing House. Can you provide me with your payer ID?
[AGENT][NEUTRAL] Yes ma'am, uh, could I get a little information from you? Could I get a callback number, uh, for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you and uh what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I do not have the policy number on the list that I was provided, um, I was provided.
[AGENT][NEUTRAL] OK, let me try to pull the patient because it will, we have two payer IDs depending on their policy.
[CUSTOMER][NEUTRAL] Oh, OK, so, OK, so I don't have the patient's name, um, I'm calling the insurance companies to I guess get the general payer ID numbers for electronically claims sending out claims, so.
[AGENT][NEUTRAL] Mm, so you have no information on the patient as far as if it's uh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just know it's either medical, dental, or behavioral health.
[AGENT][NEUTRAL] Mm, OK, so let me give you our.
[AGENT][NEUTRAL] Let me give you uh our main one because either way if I give you this one it'll get if it's not this one I'll get to the right department uh so uh the payer ID you would use is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, just, uh, no, that's about it. Um, I already updated y'all's address, um, I updated y'all's number, so I think I have everything. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye.