AccountId: 011433970860
ContactId: f12e793c-93b7-49ac-8d56-e48d4cc2177a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154669 ms
Total Talk Time (AGENT): 102388 ms
Total Talk Time (CUSTOMER): 50858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f12e793c-93b7-49ac-8d56-e48d4cc2177a_20250131T14:27_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from CBL Path for pathology Laboratory. I was just calling to, uh, see if I could get your guys' uh, payer ID number. I wasn't able to locate it anywhere online.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with the payer ID. I'm sorry, I didn't quite catch your name again. Can you repeat it?
[CUSTOMER][NEUTRAL] Yes, sorry, my name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And Ms. [PII], you said this is for an office or did you say it's a CVS pharmacy?
[CUSTOMER][NEUTRAL] Uh, we're a pathology laboratory, so we're an independent lab.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, OK, got you. OK. Um, do you know, um, so you just need to pay your ID, um.
[AGENT][NEUTRAL] Let me have the, if you have the policy number, let me have the policy number because we work with two addresses and two payer IDs and it really depends on the product. So if you have a policy number, it will be a lot.
[AGENT][NEUTRAL] You know, I can give you better information.
[CUSTOMER][NEUTRAL] So I don't, I.
[CUSTOMER][NEUTRAL] Uh, so unfortunately I don't have a, um, policy number. I have an address though. I'm just going through insurances and updating them. Um, I would that, would I be able to get the address?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I can give you the payer ID of APL. Um, usually it's used with secondary policies, cancer, accident, um, but with, um, hospital indemnity, some of them, they don't use this payer ID, they use a different one, but our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, thank you. OK, perfect. So that um and you said that it's, it's um for hospitals it's not, it's not used for I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] We have uh several products. We have a lot of products, um, and some of the products, not all of them, but some of the products go to IMA which, um, they have a different payer ID, um, but the ones that come directly to us, which is a secondary cancer accident, well, there's some HI hospital indemnity that comes to us, so they use the payer ID 60801, but most of them, they just, yeah. Mhm. That is that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Yeah, that's the APL payer ID.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it um and that should be all.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] No problem thanks you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.