AccountId: 011433970860
ContactId: 9aa00dec-3b6e-490f-82fc-673b79871dd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144669 ms
Total Talk Time (AGENT): 50081 ms
Total Talk Time (CUSTOMER): 62136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9aa00dec-3b6e-490f-82fc-673b79871dd0_20250514T14:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII]. I'm calling from Holy Cross Medical Group. Um, I was calling just to confirm you guys' payer ID and claims address, um, for medical claims.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII]
[AGENT][NEUTRAL] And do you have a phone number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have a policy number, a certain policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Um, it is 1578.
[CUSTOMER][NEUTRAL] 525 M for Mary, L for Luther, and the number 8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Um, [PII] look like [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you just wanted to know what the payer ID number and the address to submit claims for this policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give that to you. The payer ID is 60801.
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll work.
[CUSTOMER][POSITIVE] No, ma'am. That was all. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alrighty you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm