AccountId: 011433970860
ContactId: 326535d9-fd9f-4860-b202-900dd5084b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109819 ms
Total Talk Time (AGENT): 67143 ms
Total Talk Time (CUSTOMER): 32756 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/326535d9-fd9f-4860-b202-900dd5084b83_20250414T14:49_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] calling from Community Home Health. I am just calling, we are updating our system and I wanted to make sure that we have the claims filing address correct.
[AGENT][POSITIVE] Mhm. It would be my pleasure to assist you, [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now, you know, we have two different addresses. Do you have a policy number for your patients?
[CUSTOMER][NEUTRAL] I don't have.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me give you the APL claims address.
[AGENT][NEUTRAL] I mean, it's for all our policies, but some of our policies, you know, are indemnity policies and they go to a different address. But for APL claims, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's what I had. All right. [PII].
[AGENT][NEUTRAL] In [PII]. That's it.
[AGENT][NEUTRAL] And the claims will get to us by that address. It just, you know, if it's an indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it goes to another address for repricing through multi plan, but then they forward the claims to us. So for processing claims that [PII] City address is correct.
[CUSTOMER][NEUTRAL] OK, and then do you guys have a claims filing time limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well then that's all I needed today, thank you very much.
[AGENT][POSITIVE] Well, [PII], it was a pleasure to assist you with that address and thank you for calling APL. Hope you have a lovely day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.