AccountId: 011433970860
ContactId: 7f1743b9-a815-4088-8837-72e218e499a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279190 ms
Total Talk Time (AGENT): 99629 ms
Total Talk Time (CUSTOMER): 113645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7f1743b9-a815-4088-8837-72e218e499a9_20250314T12:49_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from the office to check the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well. Thanks for asking.
[AGENT][POSITIVE] Yes, sir. I can assist you with claim status. Could I get your name one more time and a good callback number first.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah. Um, my name is [PII]. Last name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It's 144-0654.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. The patient's last name is [PII], the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah. The date of service is [PII] with total bill amount of $207.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. Um, how was it submitted?
[CUSTOMER][NEUTRAL] It is submitted to mail.
[AGENT][NEUTRAL] OK, would you like to
[CUSTOMER][NEUTRAL] It's the mail address is [PII] it[PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, sir. That's our old mailing address. Let me give you our new one.
[CUSTOMER][NEUTRAL] Uh, please.
[AGENT][NEUTRAL] OK. Um, the new mailing address for claim submissions is American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, got it. One moment, please.
[AGENT][NEUTRAL] Um, it's [PII], no, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The rest of the same. [PII].
[AGENT][NEUTRAL] No, sir. No, sir. There's a different city. The city is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Could you please repeat once again the zip code?
[AGENT][NEUTRAL] Yes, the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir. And would you like to repeat the mailing address back to make sure that you have it correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have to, uh, shall I repeat?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the ZIP code is [PII].
[AGENT][NEUTRAL] Um, no, the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the state is [PII]. It's [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it. [PII], right.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, yeah, I think uh I have one more claim and I think it is also sent to the wrong mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] and my last initial is [PII] and my name in today's date is your reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Yeah, I got my information. It was nice talking to you. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.