AccountId: 011433970860
ContactId: 2b989353-ce9f-4de6-9c94-30356f9e9d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180490 ms
Total Talk Time (AGENT): 61770 ms
Total Talk Time (CUSTOMER): 87414 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2b989353-ce9f-4de6-9c94-30356f9e9d62_20250404T17:53_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am with Central Ohio Primary Care and we have a claims address that I need to verify actually have two and I need to get some clarification on it. Can I give you a patient ID number and go from there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the ID number is 018.
[CUSTOMER][NEUTRAL] 71611.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 614
[CUSTOMER][NEUTRAL] 865
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] [PII] and it's for [PII].
[CUSTOMER][NEUTRAL] Facebook.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] And I have that pulled up and the mailing address for this policy will be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] IMA
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, one of our reps, uh, called.
[CUSTOMER][NEUTRAL] Um, on the [PII].
[CUSTOMER][NEUTRAL] Uh, of this month and.
[CUSTOMER][NEUTRAL] She was given a different address for mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was given [PII].
[CUSTOMER][NEUTRAL] City, [PII].
[AGENT][NEUTRAL] Yes, they can utilize that address as well. This is a hospital indemnity plan, so they normally go to [PII] and then come over to this site if they're for medical.
[CUSTOMER][NEUTRAL] OK, so it needs to go to the [PII].
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will get that corrected and sent out.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye.