AccountId: 011433970860
ContactId: 60228a91-96e0-4243-9fee-49f70da2838a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412320 ms
Total Talk Time (AGENT): 176406 ms
Total Talk Time (CUSTOMER): 150658 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/60228a91-96e0-4243-9fee-49f70da2838a_20250127T15:04_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] and I am calling from Vogel Family Dentistry, and I am just calling because we are getting, um, mail at our old address, um, and I just needed to update our current address. Are you able to help me with that or not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um, I would definitely look to do my best to help you with that today and so is it mail like as far as um just general mail or is it for claims particularly?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for claims.
[AGENT][NEUTRAL] For claims, so we actually use the address that comes through on the claim form to send it back to so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we're using the address of your claim form. Is it updated on there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it, yes, it is.
[AGENT][NEUTRAL] OK, but is it still going to the wrong mail even though it's correct on there?
[CUSTOMER][NEUTRAL] Yes, well, I mean it should be updated on our end. Everybody else, every other insurance company has the correct address, um, except for one other one actually, but, um, let me now I'm second guessing myself so let me just look at something real quick.
[AGENT][NEUTRAL] Yeah if you have like a recent claim like on hand that you know it came to the wrong address I can like look at that claim and see what we had on the claim form and maybe where the disconnect was.
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] It would be um.
[CUSTOMER][NEUTRAL] Pulling it up here.
[AGENT][NEUTRAL] And if that is the right address, so then what we would need is just a brand new W-9 form from you if you could send one into us and then we can update it on our side, but typically they don't use the address of the W-9, they use the one off the claim form because they understand that they change sometimes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm looking at [PII].
[AGENT][NEUTRAL] Mm, and what's that policy number?
[CUSTOMER][NEUTRAL] It is 987-064.
[AGENT][NEUTRAL] 987-064 and can you just verify her date of birth for me real fast before I go into her policy?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[AGENT][POSITIVE] Thank you, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Alrighty for vocal Family dentistry, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm looking at the most recent claim we sent out to you.
[AGENT][POSITIVE] Um, it's the first time I've loaded one today though, so it's gonna take its sweet time loading. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK. I hear you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Did you have a wonderful weekend?
[CUSTOMER][NEUTRAL] I did, did you?
[AGENT][POSITIVE] I did. I got to go see Wicked and I was really excited. It was really good.
[CUSTOMER][POSITIVE] Well, good. Yes.
[CUSTOMER][POSITIVE] That's awesome.
[AGENT][MIXED] I was, I didn't realize it was gonna be a two parter though, so I like, I don't know, it's OK. I'm not really bummed, but I'm a little, I'm a little sad it was a two parter.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] I have so many questions.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I believe it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, and I'm just loading that up right now it's.
[AGENT][NEGATIVE] The application finally pulled open.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, but it's like crazy because it's not showing me the original claims, it's only showing me.
[AGENT][NEUTRAL] The EOBs.
[CUSTOMER][NEUTRAL] I was gonna say because I looked at the looked at it and it does have the updated addresses on there.
[AGENT][NEUTRAL] OK, so if I.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] Especially because I can't see it, I'm not exactly sure like where it's going wrong, but I just highly recommend maybe sending us an updated W-9 instead, um, and then that way we can your information updated that way and you can send it via fax or via email or if you prefer a postal.
[CUSTOMER][POSITIVE] OK, I can do that, yep.
[CUSTOMER][NEUTRAL] Um, I will send it. Can I do?
[CUSTOMER][NEUTRAL] Email and fax just so I know that it's done, OK.
[AGENT][POSITIVE] Oh yeah, like a double whammy. I like that, yes.
[CUSTOMER][NEUTRAL] Yes, yes, well, just because I've had so many issues with changing this, I mean you would have thought.
[CUSTOMER][NEGATIVE] The world was ending when I had to change this address.
[AGENT][NEGATIVE] That is crazy. I bet there's so many places though that you're having to get in contact with, and I don't think it's an easy so good work there.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is yeah.
[CUSTOMER][NEGATIVE] And then sending it then they were getting it but then it was I mean it just turned into a big mess like where I was about to say I'm not I'm just gonna lie and say nope we're still at that place.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] So, um, yeah, so, OK, I will take the fax number first.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] You bet you, so the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the email.
[AGENT][NEUTRAL] And then the email would be [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. [PII]. Perfect. OK, I will.
[CUSTOMER][NEUTRAL] Get all that sent then.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII], and if there's anything else we can do, just give us a call back and we'll take care of you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] Thank you, my pleasure bye bye.
[CUSTOMER][NEUTRAL] Yeah bye.