AccountId: 011433970860
ContactId: 300815fd-06c6-40b0-9600-3d5e96ea34d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325829 ms
Total Talk Time (AGENT): 110846 ms
Total Talk Time (CUSTOMER): 151450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/300815fd-06c6-40b0-9600-3d5e96ea34d0_20250530T15:39_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], this is [PII] at the University of Colorado Health, and I was following up on a claim for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] direct.
[CUSTOMER][NEUTRAL] Member ID is 018.
[CUSTOMER][NEUTRAL] 471-64.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Is there any other name they can go by?
[CUSTOMER][NEUTRAL] Uh, let me check the card because sometimes it's different than what's on the card.
[CUSTOMER][NEUTRAL] Uh, let's see here. Come on, load.
[CUSTOMER][NEUTRAL] Looks like uh the spouse's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] The only name I have is [PII], but let me look at her other card, see if it might be different on that card.
[AGENT][NEUTRAL] Because the date of birth matches, I guess we have that as the, I guess [PII] is the middle name because I see the middle initial is [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII], I, yeah, [PII]'s on the other card, so yeah, it looks like she's going by [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying her information. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] We are looking at data service [PII].
[CUSTOMER][NEUTRAL] Bill on the claim was.
[CUSTOMER][NEUTRAL] Sorry, I could get to the right page here, uh, $128,617.91.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and that was [PII] for $128,617.91.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] That's probably because the name issue, um.
[CUSTOMER][NEUTRAL] Yeah because it looks like we sent it twice.
[AGENT][NEUTRAL] How did you send it?
[CUSTOMER][NEUTRAL] Um, and you, you, you don't, you don't, you didn't get a crossover, did you?
[AGENT][NEGATIVE] No, there's nothing here at all for that day.
[CUSTOMER][NEUTRAL] Usually these cross over.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] OK, um, it looks like the last time we sent it was sent a hard copy through the mail, and that was right around [PII].
[AGENT][NEUTRAL] What mailing address do you have?
[CUSTOMER][NEUTRAL] And it looks like it went to the PO box.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I went to the [PII] sorry uh in [PII].
[AGENT][NEGATIVE] No, that's the wrong mailing address for this type of policy.
[AGENT][NEGATIVE] So it went to the wrong uh mailing address, claims mailing address.
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] My computer, so it should go to the [PII].
[AGENT][POSITIVE] Well, take your time.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. [PII], that's the, that's the old claims mailing address. So the
[CUSTOMER][NEUTRAL] That's on the back of the card.
[CUSTOMER][NEUTRAL] Yeah that OK, uh, give me one moment here let me.
[AGENT][POSITIVE] Yeah, I'll give you the, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if I can add it to my claim because sometimes my system won't let us add those so give me one moment here.
[CUSTOMER][NEUTRAL] Yeah, it's not giving me an option to add that um give me one moment here let me get that address from you, go ahead.
[AGENT][NEUTRAL] Take your time. Um, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me one moment here.
[CUSTOMER][NEUTRAL] If I can remember how to spell it.
[AGENT][POSITIVE] Oh, I can spell it for you. You got it.
[CUSTOMER][NEUTRAL] Oh yeah, I, I got it. I just sometimes it slips the brain, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then the and the zip code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Again that was [PII] [PII].
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and get that updated and get that sent to that address then. uh, thank you very much for your help, [PII], is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you very much for your help then.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it for now thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.