AccountId: 011433970860
ContactId: 9bc4a5f3-8a16-4b93-9757-e7d89a64cb94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248479 ms
Total Talk Time (AGENT): 125598 ms
Total Talk Time (CUSTOMER): 60397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9bc4a5f3-8a16-4b93-9757-e7d89a64cb94_20250604T18:02_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to get you guys claim, uh, mailing address.
[AGENT][NEUTRAL] OK, you're needing to get the claims mailing address, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. But first of all, I need to pull up the member's information so I can verify the type of policy they have in order to provide you the correct address.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh my name is [PII], it's [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02569253.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Rene, any information that I may provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], I'm sorry, [PII], and um date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I maybe pronounce the last name wrong.
[AGENT][NEUTRAL] That's OK. What was the day, it was [PII] and what was the day again, [PII]?
[CUSTOMER][NEUTRAL] Um, the [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I, yes, she is the spouse of the subscriber on the supplemental policy [PII], so the claims address will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And because this is a supplemental policy, if you all are gonna be submitting a claim to us for review, we will also have to receive a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the claim and then once we've processed our claim here on nature we do have a portal in which you all should be able to check our claim status and by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], OK.
[AGENT][NEUTRAL] [PII]. Yes, [PII], like [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, do you guys have an electronic payment?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] You said 60801?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and um could I get your name and a call reference number?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] Again, my name is [PII], and my name along with today's date will be your call reference number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's me, and it's
[CUSTOMER][POSITIVE] Perfect. Well thank you so much for [PII].
[AGENT][POSITIVE] Oh, you're welcome. Can I help you with anything else?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK bye. You're welcome.
[AGENT][NEUTRAL] Bye bye.