AccountId: 011433970860
ContactId: 2326544d-e852-47a8-8981-9fbb8f73b581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201330 ms
Total Talk Time (AGENT): 61358 ms
Total Talk Time (CUSTOMER): 111264 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2326544d-e852-47a8-8981-9fbb8f73b581_20250506T14:27_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], um, I am needing to confirm the claims address. Um, we had sent a claim, um, paper claim, and, uh, I, it was returned, so I just need to confirm the claims address that I should be using to send this claim out so for the patient.
[AGENT][NEUTRAL] OK, uh, well, I
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] I can definitely go over the address with you. May I have your name and a good contact number and then the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, my, um, my name is uh [PII], and uh a good callback number is [PII].
[CUSTOMER][NEUTRAL] And that's option 6.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] You, you needed the, the policy number as well. Um, OK, it's uh 01612907.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Sure, yeah, thank you.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Yeah, the, uh, the address that's on the card that we, we had sent it to [PII] address, um, it said for us to send the claims to is [PII], um.
[CUSTOMER][NEGATIVE] I believe maybe [PII] is that that's no longer a good um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] Right, the [PII], that's our old claims mailing address, um, so that may be an old version of the card, um, but we have moved to [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, so you moved to, OK.
[CUSTOMER][POSITIVE] OK great I just wanna make sure and confirm that so before I do send it um send it over so again for y'all so OK well thank you so much I appreciate it. What is, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call or or just your, your name and initial or last initial sorry.
[AGENT][NEUTRAL] Yes, um, so it will be my name and today's date.
[CUSTOMER][POSITIVE] Today's date. OK, great.
[AGENT][POSITIVE] All right, [PII], was there anything else I could assist you with today? Oh, you're very welcome.
[CUSTOMER][POSITIVE] Alright, thank you so much and I appreciate your help.
[CUSTOMER][POSITIVE] Uh, no, that is it today. Yes, ma'am. Have a great day.
[AGENT][POSITIVE] Alright, well, thanks for calling ATL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Yes thank you bye bye.