AccountId: 011433970860
ContactId: 1ffead90-5712-49b2-a59a-bd51c83ba969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252679 ms
Total Talk Time (AGENT): 95618 ms
Total Talk Time (CUSTOMER): 94290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1ffead90-5712-49b2-a59a-bd51c83ba969_20250612T14:09_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] Hey [PII], my name is [PII]. I'm calling from a provider's office about a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have several for her. Um, we also, well, we really just need to know we're sending them to the correct place because we don't have any claim status on any of her claims.
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 02539
[CUSTOMER][NEUTRAL] 252.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can try.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Can I say may you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I gave it my best try.
[AGENT][POSITIVE] That's it. That's exactly right. Yes.
[CUSTOMER][POSITIVE] It's pretty there.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so, well,
[AGENT][NEUTRAL] You said you have several. Did you want to know like the effective dates of the policy, um, and the address, or you want to go like over all the dates you've, I don't know what you, what all you need to do.
[CUSTOMER][NEUTRAL] Um, can you verify the address they need to come to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure. So it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, let me ask you this. These were being sent to a [PII]. Is that an old address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I don't even know whose address that is. We've only been in [PII] and [PII]. I, I don't know anything. Yeah, that's the wrong address.
[CUSTOMER][NEUTRAL] OK, so that may be why.
[CUSTOMER][NEUTRAL] OK, let me look at her claims real quick because I don't think any of these have been sent to that address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me verify.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Um, the [PII].
[CUSTOMER][NEGATIVE] OK, no, none of these are gone.
[CUSTOMER][NEUTRAL] OK. And does she have a term date? or does she, what is her effective date?
[AGENT][NEUTRAL] So for this policy was effective from [PII]?
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][POSITIVE] Interesting. OK.
[CUSTOMER][NEUTRAL] So then,
[CUSTOMER][NEUTRAL] [PII], OK, OK, OK, OK.
[CUSTOMER][NEUTRAL] any of these other ones need to go.
[CUSTOMER][NEUTRAL] So secondary. OK.
[CUSTOMER][NEUTRAL] All right, we will get this corrected and sent to you guys, um.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. What can I use as a reference?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much.
[AGENT][POSITIVE] And was there anything else I can? You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.