AccountId: 011433970860
ContactId: e3a69f14-e6dd-4787-844a-007be00c3e47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148279 ms
Total Talk Time (AGENT): 62797 ms
Total Talk Time (CUSTOMER): 67770 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e3a69f14-e6dd-4787-844a-007be00c3e47_20250515T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Charlottesville Oral Surgery. I was calling um to see what, um, y'all's payer, um, IDs to file claims electronically.
[AGENT][POSITIVE] OK, sure, I can assist you with that.
[CUSTOMER][NEUTRAL] I'll wait for my call now.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] Sorry, uh, let me have um the spelling of your name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm it's uh 01972556.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][NEUTRAL] [PII] appoint.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] OK. So is it for [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's for [PII]. Her date of birth is [PII], but [PII] is the policy holder, 1-1779.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, thank you, thank you. I just wanna make sure. All right, so, OK, so you're trying to get information about um submitting a claim electronically, so you need the payer ID?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] Yeah, just, yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the payer ID is 60801. Again, that's 60801.
[CUSTOMER][NEUTRAL] 60801 correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All right, and your name is?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much, so I appreciate your help. uh huh you too bye bye.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Bye bye.