AccountId: 011433970860
ContactId: f844b6d1-4935-4a1c-ac4b-aa460742f2f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150279 ms
Total Talk Time (AGENT): 77308 ms
Total Talk Time (CUSTOMER): 58359 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f844b6d1-4935-4a1c-ac4b-aa460742f2f6_20250421T13:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I am with um Driven Physical Therapy. The only reason for my call this morning, do you have the option to fax secondary claims with primary EOBs instead of mailing them?
[AGENT][NEUTRAL] Yes, we do, Miss [PII]. Now, um,
[CUSTOMER][NEUTRAL] OK, could I get your fax number?
[AGENT][NEUTRAL] Um, I can give it to you. Now there are two types of policies or products that we have. One of them is through us, the other one is through another, um, through IMA, which is a different company. Um, I just need to check and make sure it comes to us directly before I can give it to you, OK? I don't want to give you wrong information. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I do, yeah, it's 021-37720.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Let me have a phone number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And this is uh what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII]. And can you give me just like two seconds, I'm gonna stick my line on hold.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, no problem.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] No thank you. That was the second. All right, so yeah.
[AGENT][NEUTRAL] This was um one of our, this is one of our secondary so yeah this one does come to us directly so the fax number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And I'll repeat it back to you [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I hope you have a good day.
[AGENT][POSITIVE] OK, thank you for calling. You as well. Have a good week. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEGATIVE] You are on hold.