AccountId: 011433970860
ContactId: 96a16bbf-5acd-495c-a0d2-cd771b1f218b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159339 ms
Total Talk Time (AGENT): 65245 ms
Total Talk Time (CUSTOMER): 73739 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/96a16bbf-5acd-495c-a0d2-cd771b1f218b_20250523T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Um, this is just a real, uh, quick call. I'm, I'm [PII] calling from South Florida Physical therapy and sports rehab.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just wanted to know, can we just, I mean, can we, um, fax claims to you guys?
[AGENT][NEUTRAL] Yes, ma'am. Claims can be faxed to our office.
[CUSTOMER][NEUTRAL] OK, and what's the best fax number for that?
[AGENT][NEUTRAL] Uh, fax number [PII].
[CUSTOMER][NEUTRAL] OK, and this is attention to who?
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about if we send it electronically, the claims, is that possible?
[AGENT][NEUTRAL] Uh, it is. Do you happen to have that policy number because we have two payer ID numbers depending on the plan.
[CUSTOMER][NEUTRAL] Oh, there's no actually specific policy number for this. Uh we just wanted to know if, you know, we can just in case, you know, if we call we send it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Electronically.
[AGENT][NEUTRAL] Yes, ma'am. You can, like I said, it, there's two payer ID numbers and just depending on the type of policy the insured has, but yes, claims can be sent electronically.
[CUSTOMER][NEUTRAL] I see, thank you. And what's the um insurance payer ID?
[AGENT][NEUTRAL] Our main one is 60801.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's the other one, right? And what's.
[CUSTOMER][NEUTRAL] The other one.
[AGENT][NEUTRAL] Uh, it's 645-56.
[CUSTOMER][NEUTRAL] OK, um, we can send it both right? just in case because.
[CUSTOMER][NEUTRAL] You know, we don't know what's what's the.
[CUSTOMER][NEUTRAL] Patient for this.
[AGENT][NEUTRAL] I would say it's best to send to the 60801 because the other payer ID is connected to another company too. So when claims are sent electronically to that one is sent to APL and to another company. So that uh 60801 is pretty much the best one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect yeah I'm I'm all set now thank you so much for your time and help.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII] and thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye.