AccountId: 011433970860
ContactId: 55a564bd-7aed-423c-b5e4-5d0440e743dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493269 ms
Total Talk Time (AGENT): 128763 ms
Total Talk Time (CUSTOMER): 125218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/55a564bd-7aed-423c-b5e4-5d0440e743dd_20250618T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] I was calling, um, I was actually returning a call. I didn't catch the woman's name called earlier, but I think she said she was trying to verify an address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you, are you the patient or are you a provider?
[CUSTOMER][NEUTRAL] The patient
[AGENT][NEUTRAL] OK, uh, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have the last four digits of it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 7380
[CUSTOMER][NEUTRAL] I just have a piece of paper, but I could probably sign on online to find the whole thing.
[AGENT][NEUTRAL] OK, um, I can look it up by your social. Is that right?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And, and that um the cancer is that [PII] had been filing for me, but I guess I was gonna see.
[CUSTOMER][NEUTRAL] Um, cause all this, everything is pretty much over now except radiation.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to make sure everything was filed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], can I get you to verify your date of birth? Oh, go ahead.
[CUSTOMER][NEUTRAL] But I had the basic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address that we have on file?
[CUSTOMER][NEUTRAL] But I picked up
[CUSTOMER][NEUTRAL] Oh, it's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then I'm so sorry what were you saying?
[CUSTOMER][NEUTRAL] Um, I guess that was it. I, I guess I was, um, and that had been filing for me like the, within the cancer center, there is a social worker who does this, I guess, well, um, files cancer policies and things.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And were you wanting to see um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] What our mailing address was or to make sure that the email or the mailing address that we have on file was correct.
[CUSTOMER][NEUTRAL] Yes, I had a message from
[CUSTOMER][NEUTRAL] A woman who said that she was checking with me to make sure the mailing address is correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I don't think I recognized it at all at first because there's so many scams and stuff out lately.
[AGENT][NEUTRAL] Yeah, um, I do have [PII]. Let me see if anyone tried to contact you today. You said it was today?
[CUSTOMER][NEUTRAL] Um, I think it was yesterday.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh, yes, I, I am seeing that someone.
[CUSTOMER][NEUTRAL] And it was
[AGENT][NEUTRAL] Um, tried to contact you to get your address verified. Let me check real quick and see if they needed anything further.
[CUSTOMER][NEUTRAL] OK. I guess that was this morning.
[AGENT][NEUTRAL] OK, give me just one moment and see if there's anything else that she needed um in regards to that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Darn it, I just lost your policy number.
[AGENT][NEUTRAL] I just went back. OK, one second.
[AGENT][NEUTRAL] rat.
[AGENT][POSITIVE] I'm so sorry. I accidentally exited out um before I could write your policy number down. Can I get your social one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and would you like me to give you your policy number as well?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] Alright, your policy number is 02.
[AGENT][NEUTRAL] 30
[AGENT][NEUTRAL] 7266.
[CUSTOMER][NEUTRAL] Oh, OK, I see that's so that's different than the account number I guess.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm looking at the account number.
[AGENT][NEUTRAL] And give me just one moment let me see if she needed anything further than just to verify your address one moment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, she just wanted to know if it was 615 or 618.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And it is 618 correct?
[CUSTOMER][NEUTRAL] Yeah, 618.
[AGENT][POSITIVE] All right. I'll let her know. Let me make sure she doesn't need anything further from you and you should be good.
[AGENT][NEUTRAL] Oh, OK, it looks like 615 was on your claim forms, um, so you said someone else is submitting those for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, I am man.
[AGENT][NEUTRAL] OK, I would, I would get with the social worker then and let her know um that it's 6 it's 618.
[CUSTOMER][NEUTRAL] Gotcha. OK. I'll, I'll contact her.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that's all. I appreciate it.
[AGENT][POSITIVE] Great, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.