AccountId: 011433970860
ContactId: 4e727ce6-ade2-4d74-8a54-cf7671ec0f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117660 ms
Total Talk Time (AGENT): 59925 ms
Total Talk Time (CUSTOMER): 42527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4e727ce6-ade2-4d74-8a54-cf7671ec0f8e_20250519T13:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting my name is.
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from Orthopedic Center in [PII]. Uh, we have a mutual patient where the claim was returned, so I need to verify the claim's address.
[AGENT][NEUTRAL] Yes, um, well it goes to different places. So if there's, uh, is this the policy number I could look it up, I could see where it's supposed to go.
[CUSTOMER][NEUTRAL] Yes, yes, the policy number is 1070755.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now our current mailing address, we just change it it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and uh it usually takes uh um once we receive it, it takes about 8 to 10 business days to be processed, but that is where you would send [PII]'s claim um for this type of policy.
[CUSTOMER][POSITIVE] OK, thank you so much and again you said your name is?
[AGENT][NEUTRAL] My name is [PII] and I'm with American Public Life. We use my name in today's date as a reference, is there anything else at all that I can help you with? Any other things about the address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Thanks for contacting HBO. Have a good day.