AccountId: 011433970860
ContactId: 02c7d561-d9c2-4dc9-9d02-e0a0a179e473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175600 ms
Total Talk Time (AGENT): 78062 ms
Total Talk Time (CUSTOMER): 69545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/02c7d561-d9c2-4dc9-9d02-e0a0a179e473_20250403T17:38_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm with the insurance department at South Central Regional Medical Center. I just need to verify your claims mailing address for this member.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that uh mailing address, [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the the, I'm sorry, the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 1333718.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And you said policy number 1333718?
[CUSTOMER][NEUTRAL] Yes 1333718.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. That did not pull up the patient.
[AGENT][NEUTRAL] Let me just, and you said last name is [PII]. Is that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] You know, there, I mean, I think the insured is [PII].
[AGENT][NEUTRAL] OK, yeah, so that is her policy.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Oh, let me check that because he's not coming up. Let me make sure that he's listed on this policy.
[AGENT][NEUTRAL] This is actually an individual policy. There's no dependent under this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I guess I don't need to send that.
[AGENT][NEUTRAL] Well, I can still give you our address if you need it, but I think it's gonna be returned to you.
[CUSTOMER][NEUTRAL] Well, let me verify, yeah, let me verify because we got a new address for uh American Public Life instead of the [PII] address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Our, uh, submission address is now [PII].
[AGENT][NEUTRAL] [PII], [PII], and zip code is [PII].
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Oh OK, that's what we found here. I just want to verify.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that's going to be all, thank you.
[AGENT][POSITIVE] Well, thank you for calling ATL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you and you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.