AccountId: 011433970860
ContactId: 467dd8d2-11b1-42b1-9bad-5c9b6ec9d841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383720 ms
Total Talk Time (AGENT): 225094 ms
Total Talk Time (CUSTOMER): 132229 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/467dd8d2-11b1-42b1-9bad-5c9b6ec9d841_20250519T12:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII], and um I just sent in a fax with an address change, um, uh, the address change form. I just wanted to call and make sure you guys have got it and everything was in order and see if you need that or if we can just change it over the phone.
[AGENT][NEUTRAL] OK, [PII], so you said that you have faxed in just now a change of address form, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, maybe half an hour ago, something like that, maybe 1 hour.
[AGENT][NEUTRAL] OK, so yes, sir. I can help you with this over the phone. It does take about 24 hours to our for our faxes to be received and processed into the system where we can see them. So yes, sir, I'll be happy to help you with this over the phone. So again, what is your name, full name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I believe so. So I have my card in front of me. I've got a group number and um an in-hospital benefit number.
[AGENT][NEUTRAL] OK, you may give me that in hospitals, but if you will notice, yes, sir. If you'll notice on there, Mr. [PII], there's an in-hospital and an outpatient. And the first part of both of those numbers is identical prior to the ML. Mhm. So that's actually the policy number. The rest of it just differentiates for us on your claims, whether it's an inpatient admission or an outpatient. OK, so.
[CUSTOMER][NEUTRAL] Is that either of those?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the same. OK, that's my number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. So it's 0222.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 4286.
[AGENT][NEUTRAL] OK, thank you. So give me one moment to get your information pulled up. Once I do, Mr. [PII], I will have to verify what we currently have on file for you in addition to a few uh other pieces of information and then we can get your information updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address that we currently have on file for you.
[CUSTOMER][NEUTRAL] The old one, yeah. OK. It's [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have for you is the same as the one that you provided for me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's my cell.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] So my work is [PII].
[AGENT][NEUTRAL] OK, thank you. So now, um, I'll be happy to update this policy or rather your address on this policy. Now this policy is no longer active with APL, but I can see that we've recently processed some claims for you. So let's go ahead and get this updated. Alright, so what is your current address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this back to make sure that I heard everything correctly. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well I have gotten that information updated for you in the system.
[CUSTOMER][NEUTRAL] Thank you. Um, now as part of that, um, thank you, but part of that was I received the EOB which made me realize because it had been forwarded that my address was not changed, but, um, I'm, I also, I believe I have a refund check coming. Can you tell, tell me how much that is and if that's already been mailed to the old address?
[AGENT][POSITIVE] OK, well you're welcome.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, let's see, when you say a refund check, do you mean, uh, for a claim that was processed? A benefit payment? I can check that for you just one moment. And then the information too that I provide for you, Mr. [PII] on your benefits would be a verification of benefits and not a guarantee of payment. So I do see that we did process a claim on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But that payment shows that that was going to the facility. That was a claim that we had received from a provider. I don't show that there has been one process for payment to go directly to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, which facility was that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The most recent one was for UMHC for data service back in [PII].
[CUSTOMER][NEGATIVE] OK, that, that is the claim. I'm surprised they need more money because I paid them in full, which was the, the problem.
[CUSTOMER][NEGATIVE] So maybe they give me the refund.
[CUSTOMER][NEUTRAL] Is that how it works?
[AGENT][NEUTRAL] Yes, sir, they would in this case, since the benefit was paid to them. Yes, sir.
[CUSTOMER][NEUTRAL] Huh, don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much was that?
[AGENT][NEUTRAL] It shows $1,901.76.
[CUSTOMER][POSITIVE] OK, OK, thank you, you've been helpful.
[AGENT][NEUTRAL] Well, you're welcome. OK. Well, is there anything else that I could help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I think that's it. And, and, oh sorry, there was one of the oh that was sent to them sorry, yes, you did answer my question. We're good thank you.
[AGENT][POSITIVE] OK. All right then. Well, then, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.