AccountId: 011433970860
ContactId: 5ebc5c1e-cfcc-491f-bb46-6d91992a90a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145199 ms
Total Talk Time (AGENT): 79330 ms
Total Talk Time (CUSTOMER): 60445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5ebc5c1e-cfcc-491f-bb46-6d91992a90a5_20250306T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Pretty good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Can you look at a um claim form with me? I have a provider on the other line. We, there's two addresses on the claim form. We sent it to one versus the other and
[CUSTOMER][POSITIVE] The checks outstanding.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Certainly, what is the policy number?
[CUSTOMER][NEUTRAL] It is 229-576-9.
[AGENT][NEUTRAL] OK, thank you. And the insured name and date of birth. Uh, what am I saying? Uh, which, OK, the insured, oh my gosh, OK, which claim is it?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's um the 347-3536, [PII].
[AGENT][NEUTRAL] OK, it's when uh uh Coral Gables Hospital. Does that sound right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and they're wanting to know why we send it to the place that we did, right? is that.
[CUSTOMER][NEUTRAL] Right, so I was, so at first I said, um, I told him to submit a corrected claim because of the address, and then he said, well, both addresses are on the claim form, so then I pulled the claim form on base and it is, so I don't know, should I, do they still need to correct the claim or can we use this to reissue? I didn't know how that works.
[AGENT][NEUTRAL] Uh, well, let's see what we have here. Waiting for this to come up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right. I see what happened. So what normally would happen is, um,
[AGENT][NEUTRAL] [PII] one is where the, the, uh, I don't know, the services actually happened, I guess it's the best way to put it. In box two is where the, it's where it should have gone. So, um, they don't need a corrected one so much as the, uh, I'm thinking what we need to do, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Should I just send the hub to [PII] to reissue?
[AGENT][NEUTRAL] Yes, I think that's exactly what needs to happen, um, and then what we do is we'd have to, we're gonna have to, uh, send it to the the second address, the one in [PII], and if we could get that one, that would be good. But yeah, that's, that's what's happened. It's just that you know that we do have two addresses um on the uh on the, on the VIN, uh, uh, screen, but it should have gone to the one in, in [PII] rather than, yeah, so yeah, that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, just the home request.
[CUSTOMER][POSITIVE] Alrighty, well, thank you very much.
[AGENT][POSITIVE] You bet thanks. Have a good day.