AccountId: 011433970860
ContactId: 8fc4e6e2-5ccb-4107-ad4d-92c2c35719d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76459 ms
Total Talk Time (AGENT): 33638 ms
Total Talk Time (CUSTOMER): 35561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/8fc4e6e2-5ccb-4107-ad4d-92c2c35719d2_20250102T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] calling back from Cypress Creek Outpatient Surgical Center. We just, um, spoke briefly. I just was actually calling back to see where would I mail claims to for you guys because I have two PO boxes. I just wanted to be sure.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, which two do you have?
[CUSTOMER][NEUTRAL] I have the 925 in [PII] and I have a 248,950 in [PII].
[AGENT][NEUTRAL] It's the [PII] address.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] And I can also give you the fax number if you choose to fax it.
[CUSTOMER][NEUTRAL] OK, great. What's the fax number?
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And make it to the attention of claims and if you're sending the primary ELB you won't probably be able to submit it electronically but our payer ID number is 60801.
[CUSTOMER][NEUTRAL] Attention.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Already, wonderful. Thank you so much, [PII].
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Any other questions?
[CUSTOMER][NEUTRAL] Nope, that's everything.
[AGENT][POSITIVE] OK thanks have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] You too.