AccountId: 011433970860
ContactId: 987fe352-1abc-40ac-a7a1-87e91c396585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 88869 ms
Total Talk Time (CUSTOMER): 37910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/987fe352-1abc-40ac-a7a1-87e91c396585_20250414T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from Anniston Care or Huntsville Care Plus, sorry, um, I'm trying to get a claims mailing address, uh, one that we have is we got returned mail on it.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist, assist you with the correct mailing address. Um, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. And now, could I get the policy number?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 997788.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and just let me advise you that any verification of coverage or mailing addresses um does not guarantee payment of claims, and she actually does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the new policy number is 020.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] 301.
[AGENT][NEUTRAL] 30
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this policy number was [PII] and the policy is still active.
[AGENT][NEUTRAL] OK, and the address to send um claims to is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] Um, we also have a pair ID and claims can also be faxed in if you'd like that information.
[CUSTOMER][NEUTRAL] OK, what's the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and what's the fax number?
[AGENT][NEUTRAL] The fax number is [PII] and please attention it to the claims department.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Mm that's it. Thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Mhm.