AccountId: 011433970860
ContactId: 29f84848-ecfb-4045-b958-ab8e259df4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197360 ms
Total Talk Time (AGENT): 38732 ms
Total Talk Time (CUSTOMER): 124879 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/29f84848-ecfb-4045-b958-ab8e259df4df_20250506T20:18_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you madam?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good good my name is [PII]. I'm calling from Starkville Clinic for Women.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Trying to file a claim on behalf of a member or patient we have her primary EOB.
[CUSTOMER][NEUTRAL] From her major carrier and so she has coverage under you all but this ID number that she has is an old ID I think we it's been updated or changed and I just wanted to know if you could look it up.
[CUSTOMER][NEUTRAL] For me.
[AGENT][POSITIVE] I'll be happy to assist and get the correct ID for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If I can get a good call back number for you.
[CUSTOMER][NEUTRAL] 662
[CUSTOMER][NEUTRAL] 324-422-4.
[AGENT][NEUTRAL] OK, now what policy number do you have?
[CUSTOMER][NEUTRAL] OK, the old card that has a old Jackson, Mississippi claims address on this is how old it is.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] It's 98.
[CUSTOMER][NEUTRAL] 2068.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] or maybe [PII].
[CUSTOMER][NEUTRAL] I don't know how you'll
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] So I'm showing that's her current policy number.
[CUSTOMER][NEUTRAL] OK, so she just has an old card.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I'm sitting here looking at her car and it says American Public Life Insurance Company. It has [PII], employee and child, and it has a policy cert ID 982068.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then of course it has the group 16317.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] But on the back of it it has a claims address for [PII], Mississippi, and I don't think that's correct.
[AGENT][NEUTRAL] Yeah, she just hasn't, right, she just hasn't received a new card with the new claims address, but her policy number hasn't changed.
[CUSTOMER][NEUTRAL] That's what I thought. I just wanted to make sure because I didn't want to be sending this claim around the world and then not get to where it needs to go.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I need, I can still use this ID. I just need to update the address. It needs to go to the [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, OK, I just wanted to make sure and I'll let her know to call you out and get a new card.
[AGENT][POSITIVE] Well, thank you for catching that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right then dear, well you have a good afternoon.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, yes ma'am bye bye.