AccountId: 011433970860
ContactId: 027efa40-3929-4b69-a965-54d09861982d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187550 ms
Total Talk Time (AGENT): 78235 ms
Total Talk Time (CUSTOMER): 49639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/027efa40-3929-4b69-a965-54d09861982d_20250523T16:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Grady Memorial Hospital in [PII]. I'm getting returned mail on one of our patients that has your insurance. I need to see if you have an updated address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you said that you've been receiving some returned mail, [PII], and you're needing to verify what the correct address is. Yes, ma'am. Well, I can certainly help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] [PII]. OK, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Get it here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm showing 01650821.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so first off, [PII], what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII] Birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So the correct mailing address, you may have, cause she's had this policy a while, do you have a [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] Yes, that's what came back.
[AGENT][NEUTRAL] OK. So yes, ma'am, that used to be our claims mailing address, but that has changed. It's been changed now for quite some time, but the correct address that you should have is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, I will change that and put it in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That's all I needed. Have a good weekend.
[AGENT][POSITIVE] Well, I hope you do too, and thank you again, [PII] for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.