AccountId: 011433970860
ContactId: 77cab0e9-e906-4cf5-a685-22201375f8e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152729 ms
Total Talk Time (AGENT): 58509 ms
Total Talk Time (CUSTOMER): 59522 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/77cab0e9-e906-4cf5-a685-22201375f8e8_20250605T13:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office and I'm looking for claim status.
[AGENT][POSITIVE] OK. Happy to check on the claim list. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have the policy number as 01845797M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, data service.
[CUSTOMER][NEUTRAL] Data services 32225.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then build them out.
[CUSTOMER][NEUTRAL] $3200 even.
[AGENT][NEUTRAL] Alright, so no claims on file for [PII]. It doesn't look like.
[CUSTOMER][NEUTRAL] OK, can I just verify the address that we sent the claim is the correct address? We send it to a [PII]. I do apologize.
[AGENT][NEUTRAL] That's OK. No, um.
[CUSTOMER][NEUTRAL] In [PII],
[AGENT][NEUTRAL] Actually, the address is changed, so let me give you the corrected one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and when did the address modify? When did the address uh update from the [PII], do you know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have an exact date list, but I've been here a year and that's what it's been the entire time, so it's been a while. Yeah, yeah.
[CUSTOMER][POSITIVE] OK, so over a year. Yeah, it's been a while then. OK, we'll update our records with that correct address. Thank you so much for your time. I greatly appreciate it.
[AGENT][POSITIVE] My pleasure. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.