AccountId: 011433970860
ContactId: 1d63c4e8-23a7-4849-9a13-86c421f812e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207639 ms
Total Talk Time (AGENT): 123720 ms
Total Talk Time (CUSTOMER): 60811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1d63c4e8-23a7-4849-9a13-86c421f812e2_20241231T13:46_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling for claim status please.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status. May I ask your name?
[CUSTOMER][NEUTRAL] Do
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 1118282.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And as I said, it would be my pleasure to assist you with claim status. Let me check real quick for you, [PII], this policy termed on [PII].
[CUSTOMER][NEUTRAL] OK, so this.
[AGENT][NEUTRAL] And she does have an active policy under another number. Can I give you her active policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] As of 10-121, and she did have coverage in between there, but as of [PII], her active policy number is 211.
[AGENT][NEUTRAL] 0267.
[CUSTOMER][NEUTRAL] OK, because we submitted the claim with that first ID number that we gave you.
[AGENT][NEUTRAL] Yeah, and where did you submit that claim to?
[CUSTOMER][NEUTRAL] It was um it was submitted on [PII] and it was to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that is our old claim submission address.
[AGENT][NEGATIVE] It is no longer valid.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I can give you our valid um claim submission address or you can fax it directly to our claims department.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have both, please?
[AGENT][NEUTRAL] Of course. So our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to fax it directly to our claims department is 877.
[CUSTOMER][NEUTRAL] And the facts.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so that new ID number that you gave me, is it good for [PII]?
[AGENT][NEUTRAL] Yes ma'am, the effective date was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Oh, OK then. OK, we'll go ahead and resubmit it then.
[AGENT][POSITIVE] Oh, it's been a pleasure.
[CUSTOMER][NEUTRAL] And do you have a reference?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be my name in today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a lovely day and a very happy New Year.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.