AccountId: 011433970860
ContactId: 4b4c5b8e-269d-47e5-b640-f7fc5bf196ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218429 ms
Total Talk Time (AGENT): 70687 ms
Total Talk Time (CUSTOMER): 113130 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4b4c5b8e-269d-47e5-b640-f7fc5bf196ea_20250325T17:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Mississippi Mississippi Urology Clinic. Um, we had a, a claim that we had filed paper returned to us, uh, for invalid address. Uh, the address that we're filing it to is on the patient's card, so I'm not sure why it was returned as an invalid address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, did you say you received a letter from American Public Life?
[CUSTOMER][NEUTRAL] No, we filed a claim to the address, um.
[CUSTOMER][NEGATIVE] That the patient's card has on it we sent the claim a paper claim and our claim was returned saying that the address is not correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me get the policy number.
[CUSTOMER][NEUTRAL] Sure, it's 00747315.
[AGENT][POSITIVE] And a good phone number [PII] in case we're disconnected?
[CUSTOMER][POSITIVE] It's [PII] and that's correct.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is, um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that. And what address was the clay mailed to?
[CUSTOMER][NEUTRAL] Uh, it was mailed to [PII] 39205-10251925.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so that's not the correct mailing address for a claim that may have been why it was returned.
[CUSTOMER][NEUTRAL] OK, that's what we have, that's what we have on the patient's card, so what is the correct address?
[AGENT][NEUTRAL] And that changed about 4 or 5 years ago, so the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can provide the fax number and the payer ID number if you would like.
[CUSTOMER][NEUTRAL] Uh, you said it was [PII]?
[AGENT][NEUTRAL] Like the [PII].
[CUSTOMER][NEUTRAL] 8950 OK got you.
[AGENT][NEUTRAL] And she was issued a new card and the new address is on the new card that she was issued.
[CUSTOMER][NEUTRAL] And you say
[CUSTOMER][NEUTRAL] OK, well we don't have that one so um.
[AGENT][NEUTRAL] So you may wanna just get a copy of the, the, the updated card.
[CUSTOMER][NEUTRAL] OK, what is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, um, is there a fax number we can fax these two claims over to you?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and get that address updated and um we'll go ahead and get these claims faxed over to that new fax or that fax address, the fax.
[AGENT][POSITIVE] Sounds good, [PII]. Did you have any other questions? I got it.
[CUSTOMER][NEUTRAL] I can't speak thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.