AccountId: 011433970860
ContactId: 63bedb56-c0b2-4a90-92f1-5f393cfa863d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135149 ms
Total Talk Time (AGENT): 55819 ms
Total Talk Time (CUSTOMER): 62670 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/63bedb56-c0b2-4a90-92f1-5f393cfa863d_20250425T15:43_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] Hi [PII], my name is [PII] with Lafayette dermatology. We're trying to submit a secondary claim for a patient, um, that was seen in clinic. However, it's being returned as undeliverable, uh, forward time expired, so I, I needed to, yes, I need to verify your mailing address if at all possible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, the PO box.
[AGENT][NEUTRAL] Sure, I can definitely help you with the claim's mailing address. And, and may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Sure, contact number is [PII].
[CUSTOMER][NEUTRAL] And member ID number is, let's see, policy 764,310, Ms. [PII].
[AGENT][NEUTRAL] OK, hold on one moment. 764.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Here we go, and I just need you to verify the member's um date of birth.
[CUSTOMER][NEUTRAL] Sure, member date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So our claims mailing address is no longer in [PII], it's in [PII]. So that's um well let me know when you're ready, sorry.
[CUSTOMER][POSITIVE] I'm I know that's OK. I'm definitely ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today I appreciate you.
[AGENT][POSITIVE] You're welcome. And was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you.
[AGENT][POSITIVE] All right, well, thanks. You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.