AccountId: 011433970860
ContactId: 64570c56-76a0-4368-8be6-9c693997f764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217470 ms
Total Talk Time (AGENT): 115127 ms
Total Talk Time (CUSTOMER): 76723 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/64570c56-76a0-4368-8be6-9c693997f764_20250207T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi I was calling to get a um mailing address for medical claims.
[AGENT][NEUTRAL] OK, so you're needing to get a mailing address you said for claims, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from Guthrie Family Practice Clinic.
[AGENT][NEUTRAL] I'm sorry, did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have one of our members' policy numbers because the mailing address for claims could be different. I mean, there's not just one particular address. So what is your patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02566197.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and sores, I do need to verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Mhm. Date of birth [PII].
[AGENT][NEUTRAL] Uh-huh, and their name?
[CUSTOMER][NEUTRAL] Um, name [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so on his policy, the mailing address.
[AGENT][NEUTRAL] That you would send claims to would be [PII].
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Mhm and the [PII].
[AGENT][NEUTRAL] Mhm. That is correct. And then one last thing, if you, oh, I'm sorry, go ahead with your question. OK.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's um the APL is American Public Life.
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][NEUTRAL] OK, just make it I had it right, OK, mhm.
[AGENT][NEUTRAL] Yes and you're fine and then if you all do file a claim uh for this member once we've processed the claim we do have a portal in which you should be able to check claim status.
[AGENT][NEUTRAL] And that website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, is there anything else I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that'll be all at this time. Thank you.
[AGENT][POSITIVE] OK. Well, yes, ma'am, you're certainly welcome and thank you again for calling APL. I hope that you have a very nice weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well you do the same thank you bye bye.
[AGENT][POSITIVE] Thank you, yes ma'am bye bye.