AccountId: 011433970860
ContactId: 4aa08b4c-2f16-42af-ac1f-1ca4a4f9d896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200910 ms
Total Talk Time (AGENT): 103630 ms
Total Talk Time (CUSTOMER): 44589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/4aa08b4c-2f16-42af-ac1f-1ca4a4f9d896_20250326T12:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from Doctor [PII]'s office. I just need to get, do you have a new mailing address?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, well, [PII], you say you're wanting to find an address, is that correct?
[CUSTOMER][NEUTRAL] Yeah, the mailing address.
[AGENT][NEUTRAL] OK, yes, ma'am. Uh, it is possible, but depending on the type of plan that the policy member has as to the claim's mailing address, so I'll be happy to help you with that. Uh, [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh that's right here 617-220.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], well, [PII], her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So on her policy, our
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][NEUTRAL] Alright, and then we just one additional thing if you all will be filing a claim with us for her once the claim has been processed by APL we.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] They'll have a portal that you should be able to check claim status and the website for our portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am, y'all send it y'all will send a um EOB through the mail too though, huh?
[AGENT][NEUTRAL] Yes, ma'am, it does still go through the mail. That's just the convenience to have if, you know, for some reason you didn't receive it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. So again, if that
[AGENT][POSITIVE] Is all I can help you with. Thank you for calling APL and I hope you have a.
[CUSTOMER][POSITIVE] You also, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Uh-huh. Bye-bye.