AccountId: 011433970860
ContactId: 7a9ac231-e491-4609-b418-0ebbb6ce6ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152449 ms
Total Talk Time (AGENT): 53161 ms
Total Talk Time (CUSTOMER): 67543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7a9ac231-e491-4609-b418-0ebbb6ce6ba8_20250328T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling with Advanced Diagnostics. I am calling. I don't think you have a claim for this patient, but I'm also calling to get the claim's mailing address.
[AGENT][NEUTRAL] OK, yeah, absolutely. I can double check that. Do you want me to check on the claim first, see if we have anything, [PII]?
[CUSTOMER][NEUTRAL] Yeah, but I think, funny story, I didn't make my notes in on the claim, so I'm pretty sure I mailed it, but I can't guarantee I did.
[AGENT][NEUTRAL] OK, not a problem. We can double check. What is the patient policy number?
[CUSTOMER][NEUTRAL] OK, that is going to be for.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 692-51.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get [PII] the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Women
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] All right, thank you, and then.
[AGENT][NEUTRAL] You to service.
[CUSTOMER][NEUTRAL] The first, there's 3 of them. The first one is [PII] for $113.
[AGENT][NEUTRAL] OK, don't see anything for that date.
[CUSTOMER][NEUTRAL] OK, it would have been mailed this week, so again, I am 99% sure I mailed it. Um, can you please verify the claims mailing address?
[AGENT][NEUTRAL] Yeah, absolutely. So claims mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII] and that's in [PII] City, [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I can tell you I sent it to the wrong address. um, do y'all have electronic submission? Yeah, I can tell you I did that. um, do y'all have electronic submission?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes ma'am, I can give you the payer ID.
[CUSTOMER][POSITIVE] Perfect, yeah, what's the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] Awesome, [PII], you have been a tremendous help. Thank you so very much.
[AGENT][POSITIVE] You're welcome. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.