AccountId: 011433970860
ContactId: 9e81f32d-ff0a-43b2-b808-8916e33d3572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109819 ms
Total Talk Time (AGENT): 37335 ms
Total Talk Time (CUSTOMER): 77018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9e81f32d-ff0a-43b2-b808-8916e33d3572_20250225T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I I'm calling from Lake Shore Bone and Joint. Um, I actually just got off the phone with the representative, [PII], and I actually forgot to ask a question. So when I first called in, I, I was trying to verify a patient had called to give us
[CUSTOMER][NEUTRAL] Um, or called and then gave us a copy of his insurance card with for APL and the address that was listed in our system was different than the address that was on the card, so I called to verify that card address which she did give me and it is correct, but we also have an address in our system that is a [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, looks like [PII], and so basically what we're wanting to know, do you guys have multiple claims bill to addresses, um.
[AGENT][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] Or is there one?
[AGENT][NEUTRAL] Yeah, it's the one that they gave you in [PII].
[CUSTOMER][POSITIVE] Yes, correct, yes.
[AGENT][NEUTRAL] OK, so yeah, that's for that specific plan type. [PII] one's no longer valid. Um, we do have another claims mailing address for like secondary plans, which is different, but yeah, that the [PII] one is valid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So basically, the [PII] one, the, and the [PII] one is no longer valid anyways, so we can go ahead and remove that. OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, OK, alright, so that's basically what I wanted to know. OK, it was the part of the call that I forgot and I'm like, oh crap.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries, no worries.
[CUSTOMER][POSITIVE] All right, thank you very much for your time and assistance.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye