AccountId: 011433970860
ContactId: 302cc00f-8c15-4330-b4c5-990340832cb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190229 ms
Total Talk Time (AGENT): 109961 ms
Total Talk Time (CUSTOMER): 47631 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/302cc00f-8c15-4330-b4c5-990340832cb2_20250429T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from WRH physicians, and I needed the mailing address for your claims.
[AGENT][NEUTRAL] OK, [PII], you're needing a mailing address for claims. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] So, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the member that you're calling on?
[CUSTOMER][NEUTRAL] 01888537
[AGENT][POSITIVE] OK, thank you so
[CUSTOMER][NEUTRAL] And I have PO Box 925 but Jackson, Mississippi, but it came back.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yes, that is correct. That's an old address. OK, and what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so for his um the correct address that you should now have for claims for this policy is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is going to be [PII].
[CUSTOMER][NEUTRAL] OK, is there any way I can fax this claim?
[AGENT][NEUTRAL] It can be faxed to [PII] attention claims department.
[AGENT][NEUTRAL] And with this type of policy, [PII], we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK, so it's 3659423, is that a 1-800?
[AGENT][NEUTRAL] And then, mhm.
[AGENT][NEUTRAL] Again, it's 18773659423.
[CUSTOMER][NEUTRAL] I didn't get the 877 at the beginning.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And again, put it to attention.
[CUSTOMER][POSITIVE] OK, I will go ahead and send it to you then. Thank you.
[AGENT][NEUTRAL] OK, yes ma'am, and then one additional thing [PII], once we have processed the claim, we do have a portal in which you should be able to check claim status and our website for that is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] All right, well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too.