AccountId: 011433970860
ContactId: 303151b9-f206-47b3-baa2-1cc661a10c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179309 ms
Total Talk Time (AGENT): 63211 ms
Total Talk Time (CUSTOMER): 91805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/303151b9-f206-47b3-baa2-1cc661a10c05_20250617T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American COVID Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. You say your name is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], uh, um, calling my name is [PII]. I'm calling from a provider's office and, um, apparently you changed your mailing address for claims.
[AGENT][NEUTRAL] Which mailing address do you all have on file?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. That mailing address has been changed for about 5 years.
[CUSTOMER][NEUTRAL] Oh well, we don't usually get a lot we don't get many patients with this address, so.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02030186ML8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is from [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're needing to submit a claim for this member?
[CUSTOMER][NEUTRAL] Yes, trying to send a secondary over to you.
[AGENT][NEUTRAL] OK. And are you
[AGENT][NEUTRAL] OK. And are you ready for that mailing address?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. And you said that we have been changed about 5 years ago?
[AGENT][NEUTRAL] Yes, probably more, about 5 to 6 years, yes.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Oh my god, yeah, we don't, we don't get many APO secondaries, so there we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, but I appreciate you give me that and I will make the, the change in my system.
[AGENT][POSITIVE] You're welcome and it, and you also can fax it if you would like to as well.
[CUSTOMER][NEUTRAL] Really? Can I have that? That's OK let me have that number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The the fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that is attention claims department.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Claims, got it.
[CUSTOMER][POSITIVE] All right, my dear, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.