AccountId: 011433970860
ContactId: 5fa71027-55ee-4212-9dca-7d7b27f3de0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292519 ms
Total Talk Time (AGENT): 100666 ms
Total Talk Time (CUSTOMER): 129370 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5fa71027-55ee-4212-9dca-7d7b27f3de0f_20250326T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Uh, my name is [PII] and I'm calling from, um, Pinehurst Radiation Oncology, and I need to update our mail to, uh, address for payments and correspondence.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that is for claims or?
[CUSTOMER][NEUTRAL] Uh, yes, and it would be, uh, uh, Medicare supplemental claims, but, um, we do have, um, claims pending, but our address has changed.
[AGENT][NEUTRAL] All right, [PII], and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So if you have an email or fax number that I can send the form, the new W9.
[AGENT][POSITIVE] Absolutely. Um, let me get that fax number for you.
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] I've I've um positioned my computers and everything and I just have to find my sticky note. Now I used to know exactly where it was.
[AGENT][NEUTRAL] Yeah, that, um, updated W9 can be faxed to 844.
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] OK, and I saw when I was Googling to get your phone number that you're part of New Aa Life.
[AGENT][NEUTRAL] It's American Public Life.
[CUSTOMER][NEUTRAL] Oh, I thought I was calling Philadelphia American.
[AGENT][NEUTRAL] No, we are American Public Life APL.
[CUSTOMER][NEUTRAL] OK, so that number doesn't, um, because I don't think I needed to call American Public Life.
[CUSTOMER][NEUTRAL] When I searched for Philadelphia American Life, I, I, it came up, credentialing number is 800-256-828606.
[AGENT][NEUTRAL] And that is for us APL that is weird.
[CUSTOMER][NEUTRAL] Well, it says company Philadelphia American Life is APL American Public Life.
[CUSTOMER][NEUTRAL] So are you wanting the same?
[AGENT][NEUTRAL] To be honest with you, I've never heard of a Philadelphia American Life.
[CUSTOMER][NEUTRAL] OK, well, when you Google it, they, they come up together you're part of APL whatever so I'll go ahead and send it in case it is something I need to send to you anyway.
[AGENT][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] That is so crazy.
[CUSTOMER][NEUTRAL] American life
[CUSTOMER][NEUTRAL] And it says um that you're APL American Public Life.
[CUSTOMER][NEUTRAL] You are a um a Medicare supplement, right?
[AGENT][NEUTRAL] No, we're a major medical supplement company. So I'm showing uh Philadelphia American Health Insurance is
[CUSTOMER][NEUTRAL] Company.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A different company out of [PII], maybe?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, well, I will.
[AGENT][NEUTRAL] I was trying to see if I could find a phone number.
[CUSTOMER][NEUTRAL] APL OK.
[AGENT][NEUTRAL] I just don't know why it was this coming up, let's see, Philadelphia.
[AGENT][NEUTRAL] Life and health.
[AGENT][NEUTRAL] American Health Insurance. I was just trying to see if I could find.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Contact number for you.
[CUSTOMER][NEUTRAL] Let me see if I can go now when I go to Philadelphia insurance companies.
[CUSTOMER][NEGATIVE] Oh, OK, well I'll keep looking since it's not the right company.
[AGENT][NEUTRAL] And I looked up
[AGENT][POSITIVE] Yeah, I'm so sorry. I wish, I'm, I'm glad you said something.
[CUSTOMER][NEUTRAL] I, and I got the the information I needed so quickly from you. I probably won't have that much luck on the next one.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] But I'll, I'll, I'll keep the fax number in case that comes up on my list later.
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] And you can call us back and we'll, we'll answer quickly and help you quickly for something else.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you. You have a good day. Bye-bye.
[AGENT][POSITIVE] My pleasure. And thank you too for calling APL one. Have a lovely day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.