AccountId: 011433970860
ContactId: 53ac0030-6689-4fa2-893e-b1ce2b9fa930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175250 ms
Total Talk Time (AGENT): 69091 ms
Total Talk Time (CUSTOMER): 61348 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/53ac0030-6689-4fa2-893e-b1ce2b9fa930_20250612T16:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from [PII]. We tried to mail medical claims to you guys and it got returned so I need a correct mailing address for a medical medical claims.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yes, ma'am. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so the address on the card is incorrect then.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Does it show a [PII] address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, our mailing address changed [PII]. They should have received the updated cards.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks for your help.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Um, can you check, are you able to check patient eligibility, make sure they were active?
[AGENT][NEUTRAL] Sure. Uh, what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 1539957
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII] from [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK. Well, it show their policy terminated September or [PII]. Uh, let me see.
[CUSTOMER][NEUTRAL] This is 1225 data service.
[AGENT][NEUTRAL] Uh, they did have another policy effective from [PII], and I'll give that number if you like.
[CUSTOMER][NEUTRAL] So it's a different ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1742619.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] 21729.
[CUSTOMER][NEUTRAL] 21729.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well, I'm glad I called then because it wasn't the right ID number all right thank you you have a good day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, OK, you're welcome. You too. Thanks for calling APL. bye.
[CUSTOMER][NEUTRAL] Bye.