AccountId: 011433970860
ContactId: b0b4f04d-733c-4674-8767-dea6d21142fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194199 ms
Total Talk Time (AGENT): 59406 ms
Total Talk Time (CUSTOMER): 58018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b0b4f04d-733c-4674-8767-dea6d21142fd_20250226T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. Good afternoon. My name is [PII] calling from the provider office. How are you doing?
[AGENT][POSITIVE] I'm good [PII] how are you?
[CUSTOMER][POSITIVE] Uh, so far, so good. Thanks for asking. Actually, I need assistance regarding the EFT enrollment.
[AGENT][NEUTRAL] OK, is it for an insured or for a group?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, for group. Actually, I'm calling from the provider office. We are, uh, receiving the paper checks, but, uh, for the future, we want to, uh, set up the EFT so the payment directly goes to the bank account.
[AGENT][NEUTRAL] OK, [PII], can you give me the group number?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, I can provide you the group NPI.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that is 192.
[CUSTOMER][NEUTRAL] 262
[CUSTOMER][NEUTRAL] 8833.
[AGENT][NEUTRAL] OK [PII] thank you for your patience I'm waiting on this so as I was looking at this it looks like at this time APL does not uh transmit claims for providers by EFT only paper checks so unfortunately that wouldn't be an option at this time.
[CUSTOMER][NEUTRAL] Uh, OK. Like, uh,
[CUSTOMER][NEGATIVE] You guys are not offering this service or you are holding this service for uh like some time?
[AGENT][NEUTRAL] We're not offering that service at this time.
[CUSTOMER][NEUTRAL] OK. Uh, like, uh, should we need, uh, need to reach out to you like in the future?
[AGENT][NEUTRAL] Yeah, you can keep checking to see if that changes, but as of right now, we only do it check, paper check.
[CUSTOMER][POSITIVE] All righty, perfect. Could you please spell out your name for me?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Uh, all right. How about the first of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Alrighty, is there any reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date which is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, uh thank you so much. Really appreciate your time and help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome have a good one [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.