AccountId: 011433970860
ContactId: 955455aa-cf34-4273-8c64-766190f84059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145169 ms
Total Talk Time (AGENT): 68438 ms
Total Talk Time (CUSTOMER): 68779 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/955455aa-cf34-4273-8c64-766190f84059_20250326T17:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Campbell Urgent Care.
[CUSTOMER][NEUTRAL] I wanted to verify, um, I think I had an old address for you guys. I'm not sure when it changed, so I have a lot of claims out there um just wanna verify I have the right address because I used to have [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, that is an old address. Could I get the policy? Let me get it pulled up.
[CUSTOMER][NEUTRAL] Alright, give me a second, let me get out of this.
[CUSTOMER][NEUTRAL] Actually I have a claim here um we can do I guess we can.
[CUSTOMER][NEUTRAL] 1572329 ML 7.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you're trying to verify the mailing address. Uh, the mailing address, the new mailing address is [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you know when this changed just so I know how far back I have to go on my claims.
[AGENT][NEUTRAL] Oh, [PII] of
[AGENT][NEUTRAL] Either [PII] or [PII].
[CUSTOMER][POSITIVE] Oh wonderful. My staff had enough, you gotta love it when you depend on somebody else, uh, for primary for primary claims, do you guys have uh electronic payer ID or is it only secondary? OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We do. The payer ID um.
[AGENT][NEUTRAL] We do have a payer ID for the secondary claim also. Uh, it is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801 perfect OK and is there a fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, to fax claims, you would send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.