AccountId: 011433970860
ContactId: 1c65a609-68bf-4a30-bec0-ec46ad69b5be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211210 ms
Total Talk Time (AGENT): 111567 ms
Total Talk Time (CUSTOMER): 141250 ms
Interruptions: 7
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1c65a609-68bf-4a30-bec0-ec46ad69b5be_20250414T17:01_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] Good morning, Ms. [PII]. My name is [PII] calling from your provider's office. I am trying to get.
[CUSTOMER][NEUTRAL] I guess an updated address if the address is changed, I sent in a claim, but it got returned so I need to see if the address has changed.
[AGENT][POSITIVE] Well, I can certainly help you with that, Mr. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have an [PII] address or a [PII] address?
[CUSTOMER][NEUTRAL] Neither one. I am in [PII].
[AGENT][NEUTRAL] OK, what address do you have?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Now is that your address or the address?
[CUSTOMER][NEUTRAL] The provider's address.
[AGENT][NEUTRAL] That you sent the claim. What, what address did you send the claim to?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The claim was sent to [PII]. Oh, that's the address she was asking. I'm sorry.
[CUSTOMER][NEUTRAL] Um, in [PII], yes.
[AGENT][NEUTRAL] It's Monday.
[AGENT][NEUTRAL] Yes, ma'am. So that is our old claim submission address. It has changed, and I can provide you with our current claim submission address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] All right, and that would go to [PII].
[CUSTOMER][NEUTRAL] and then when he connects.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On the screen just like FaceTime or similar.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] He signed in waiting at [PII] and then y'all will do it maybe ask the.
[AGENT][NEUTRAL] Zip code
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] so that way he'll alright.
[AGENT][NEUTRAL] You can also fax claims directly to our claims department if you'd like as well, [PII].
[CUSTOMER][NEUTRAL] Sure, what's the fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm so sorry I'm giving your phone number. Let me give you your fax number.
[CUSTOMER][NEUTRAL] OK, it is Monday, yes.
[AGENT][NEUTRAL] Telling you, it is Monday.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942-3 and that comes straight to our claims department. Now if you have a gap policy, I'm sorry, go ahead, yeah.
[CUSTOMER][NEUTRAL] And when he
[CUSTOMER][NEUTRAL] Y'all
[CUSTOMER][POSITIVE] Perfect 877.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] That's correct. And if you were sending in a gap claim, we will need the primary EOB as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no problem. Alright, I will get that faxed over. I appreciate your help you have a reference number?
[AGENT][POSITIVE] It's been a pleasure.
[AGENT][NEUTRAL] You can use my name in today's date and I spell my name [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For part of it
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Perfect, thank you very much you have a good day hopefully it gets better.
[AGENT][POSITIVE] I hope it's going to, we go and claim it, [PII]. It's gonna be a great afternoon.
[CUSTOMER][POSITIVE] Of course, of course, yes, it will. Thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. You have a lovely afternoon. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][POSITIVE] All right. You too. Thanks. All right, bye bye.