AccountId: 011433970860
ContactId: 7c95b33c-0011-42d5-bb2c-066b5b722fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183360 ms
Total Talk Time (AGENT): 55720 ms
Total Talk Time (CUSTOMER): 59904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7c95b33c-0011-42d5-bb2c-066b5b722fb6_20250612T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, we're a hospital management company, so provider, and I wanted to see about updating our address with you guys. We received a check to our old address.
[AGENT][NEUTRAL] OK. Um, does it, is it for a specific patient?
[CUSTOMER][NEUTRAL] Um, let's see if it says on here, um, there is a patient account number, um, yes, oh yeah, and there's the patient's name.
[AGENT][NEUTRAL] OK, and what's the account number?
[CUSTOMER][NEUTRAL] Uh, the account number is 03X153890877.
[AGENT][NEUTRAL] OK. Um, what's the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And what was your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name's [PII], and a good call back number is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the first name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the check number?
[CUSTOMER][NEUTRAL] Uh yes, it is 204-7791.
[AGENT][NEUTRAL] OK, it looks like we had PO Box 936764.
[CUSTOMER][NEUTRAL] Um, yes, that's the old one.
[AGENT][NEUTRAL] Um, let me see, so did you receive a letter from us or?
[AGENT][NEUTRAL] Or you just updating your address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, just updating the address we've received the check. It we have our mail forwarded, but um, we just like to update it to the new one.
[AGENT][NEUTRAL] OK. We pull our addresses off of the claim form that's received.
[AGENT][NEUTRAL] So if you submit the correct address on the claim form, then it then it should we should reflect that in our system. I don't have a way to uh like update addresses. It's just based on when we receive the claim, whether it's a UBO4 or CMS 1500, whatever address is on there, that's the one that we pay to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right thank you I will let him know that.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.