AccountId: 011433970860
ContactId: 4f2c2330-b476-49e5-a184-c98a9d2ff728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248970 ms
Total Talk Time (AGENT): 86007 ms
Total Talk Time (CUSTOMER): 121368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4f2c2330-b476-49e5-a184-c98a9d2ff728_20250506T19:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] And I, I have a question regarding a claim that was filed.
[CUSTOMER][NEUTRAL] Can I give you the, what the policy number first of all?
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Policy number 025872227.
[AGENT][NEUTRAL] OK. And may I have your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] My what number?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you verify your mailing address?
[CUSTOMER][NEUTRAL] Uh, that's, that's one of the things I see here. What you have on file is [PII]. That was my previous address.
[CUSTOMER][NEUTRAL] The new address is [PII].
[CUSTOMER][NEUTRAL] Can we make that change?
[AGENT][NEUTRAL] Um, that change we put in request, yes, that's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] The email is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just re-verify that mailing address that you want to update it to, that is [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you. And thank you for that verification. I have your policy pulled up. And do you have a policy, excuse me, a claim number?
[AGENT][NEUTRAL] Or if not.
[CUSTOMER][NEUTRAL] Yes, there is a claim number here. Yes, it is 3592648.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. One moment, let me get that pulled up.
[AGENT][NEUTRAL] OK, I have that pulled up. That's for date of service of [PII] and you want to go over the payment with this particular claim, is that correct?
[CUSTOMER][NEUTRAL] Well, I, what I want to see is, I mean, I haven't logged into this account in a long time. I decided to do it today and then I realized that there is a claim that was done by Memorial Regional. That's where a place where I I had a, I believe it was uh ultrasound.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there is an explanation of benefits $568.12. What the question is, did you send this check to me, maybe to the old address or did you pay directly to?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Memorial Regional Hospital.
[AGENT][NEUTRAL] The check was paid directly to Memorial Regional Hospital.
[CUSTOMER][NEUTRAL] Memorial Regional Hospital, OK.
[CUSTOMER][POSITIVE] So I should not have to worry about this at all.
[AGENT][NEUTRAL] Correct, you have just an explanation of benefits, but the check actually went to the provider because they submitted the claim, yes sir.
[CUSTOMER][NEUTRAL] Oh, OK, so let me talk directly to them to make sure this is uh everything they need, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and can you, you did help me uh update the the address, right? The mailing address?
[AGENT][NEUTRAL] Um, I have not updated the address as of yet, but it will be updated.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] And uh and I think that should do it.
[AGENT][POSITIVE] OK, alright, well thank you so much for calling APL. You have a great day, sir.
[CUSTOMER][POSITIVE] Thank you. Have a great day you too bye bye.
[AGENT][POSITIVE] You're welcome sir.
[AGENT][NEUTRAL] You too bye bye.