AccountId: 011433970860
ContactId: fbab980e-5cb9-4c36-9362-78e609d3486f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214550 ms
Total Talk Time (AGENT): 53822 ms
Total Talk Time (CUSTOMER): 112151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fbab980e-5cb9-4c36-9362-78e609d3486f_20250210T18:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Endoscopy Center [PII]. I need to verify claims information to submit claims for one of your numbers.
[AGENT][POSITIVE] OK, I'd be happy to assist with um claims information. [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 01783600.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing for this policy, um, did you want the fax number, uh, address, or payer ID?
[CUSTOMER][NEUTRAL] Well, we tried to submit it through um electronic but it came back so what's the payer ID you have on file for this one?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Let me confirm that.
[CUSTOMER][NEUTRAL] Bear with me just one second. My sister doesn't want to cooperate. Let's try this again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cancel billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um, there you go.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Still that's the one correct. OK, and what's the fax number you have?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and let me just verify the address I have on file for you guys.
[CUSTOMER][NEUTRAL] And that address is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that is no longer active since [PII]. I'll give you the new address.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] That, say that one more time.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, again it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have a payer ID of 60801.
[CUSTOMER][NEUTRAL] And the fax number of [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Excellent. Only thing I need now, [PII], is today's call reference number, and that'll be it for me.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye-bye.