AccountId: 011433970860
ContactId: 89344aea-21ca-42f1-9d11-bd6b881799ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183940 ms
Total Talk Time (AGENT): 78679 ms
Total Talk Time (CUSTOMER): 78929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/89344aea-21ca-42f1-9d11-bd6b881799ba_20250520T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling PL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just looking for a general kind of question about claim submission. Are you able to answer it for me?
[AGENT][POSITIVE] Yes, I can help you with with claims um may I get your name and your call back number just in case the call is dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Sure. [PII] and then [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][NEUTRAL] OK. And Ms. [PII], is there a patient that you're trying to file a claim for?
[CUSTOMER][NEUTRAL] There's actually a lot of them. It's, it's they're being submitted electronically, but then they're coming back to us. And so I just wanted to confirm, do you guys accept electronic submissions through like a clearing house? I didn't see it on the website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we do accept um electronic submissions. Are you using the payer ID number 60801?
[CUSTOMER][NEUTRAL] Let me see, yes, that is the one we're using and it's coming back as American Fidelity Assurance Company, that's not you guys, right?
[AGENT][NEUTRAL] Yes, American Fidelity is our corporate office.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That must be why, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't know why it's not going through them.
[CUSTOMER][POSITIVE] I guess that's all the questions I had then we've been just doing it online um so I, it's not an issue we just wanted to get it fixed in our system if the payer ID was incorrect, but it looks like it is correct, so thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, you're very welcome. Is that everything I can help you with? I can also give you our fax number too to send clients if you at.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's OK. I have the fax number too. Thank you so much.
[AGENT][POSITIVE] OK, it's [PII]. 0, OK, good. You're very welcome.
[AGENT][NEUTRAL] And do you have the um mailing address too for claims?
[CUSTOMER][POSITIVE] Yes, I do. Thank you.
[AGENT][POSITIVE] OK awesome alright.
[AGENT][NEUTRAL] Can I help you with anything else before we go?
[CUSTOMER][NEUTRAL] No thank you is there just a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use our name my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, got it thank you so much have a great rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thanks for calling APL. You have a good day also.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.