AccountId: 011433970860
ContactId: 65d10654-6ea1-4066-8f14-60adf8748533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160339 ms
Total Talk Time (AGENT): 67884 ms
Total Talk Time (CUSTOMER): 106528 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/65d10654-6ea1-4066-8f14-60adf8748533_20250221T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APO this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from Vital MD Group Holding LLC. How are you today?
[AGENT][POSITIVE] I'm good. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Good, wondering if you can help me out we have a member uh that has APL and the address that's showing on the card that we have here um is not located in our system so I just wanna make sure because she's been a member since [PII] so I don't know if she has, you know, I just called and she didn't have an updated card. I don't know if your address has changed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can I give you her member ID and you tell me where we're supposed to submit the claims?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yes, go ahead with the policy number and a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I'll give you my callback number first. It's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the member ID is 1459012 M like Mary L like Larry 8.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK, [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Ms. [PII]. All right. So the mailing address did change from [PII] to [PII]. So the address right now is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][POSITIVE] [PII] perfect. I appreciate all the help now has the member gotten an updated card or you don't know or?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, usually when there's no change, they don't get a new card unless they request one.
[CUSTOMER][NEUTRAL] OK, got you. OK, just because the claims address is different OK and when did that update to [PII]? Do you know offhand?
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's about 2 years now, about, yeah.
[CUSTOMER][POSITIVE] Yeah, OK, yeah, OK, no problem. Well, I truly appreciate all your help today. You have a great rest of the day and a wonderful weekend.
[AGENT][POSITIVE] You're welcome. You're as well, Miss [PII], and thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. OK, bye-bye.