AccountId: 011433970860
ContactId: 7ee9489e-4d53-44f4-8cfd-e3a8296c4e20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58509 ms
Total Talk Time (AGENT): 12270 ms
Total Talk Time (CUSTOMER): 41048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7ee9489e-4d53-44f4-8cfd-e3a8296c4e20_20250428T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], I just spoke to [PII] and I, um, got your fax back, but I would like the payer ID if you have that please.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] 60801 and then let me just make sure 60801 payer type Blue Cross commercial built the Medicaid um.
[CUSTOMER][NEUTRAL] Maybe commercial uh and then is there a specific um.
[CUSTOMER][NEUTRAL] Usual customers there's not a specific um.
[CUSTOMER][NEUTRAL] Dental company that pays this that pays the fees.
[AGENT][NEUTRAL] Uh, no, we do. We're the, we're the processor.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alright, and then let me just make sure I have everything else so 60801.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate that.
[AGENT][POSITIVE] Hi, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.