AccountId: 011433970860
ContactId: aea78463-d562-4cb2-b3f5-73985b74c38c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282170 ms
Total Talk Time (AGENT): 73434 ms
Total Talk Time (CUSTOMER): 84847 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/aea78463-d562-4cb2-b3f5-73985b74c38c_20250402T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey darling, I just got some mail back and I'm thinking that I need to update y'all's PO box.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one that I have on file is American Public Life at [PII].
[CUSTOMER][NEGATIVE] That one doesn't work no more, huh?
[AGENT][NEUTRAL] Right, um, yes, so we have a new claims mailing address. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] I M.
[CUSTOMER][NEUTRAL] Contact number [PII].
[CUSTOMER][NEUTRAL] Y'all were pending an electronic ID a long time ago. Did you get one of those or no?
[AGENT][NEUTRAL] Yes, we have a um payer ID and the mailing address. Are you calling with a group or your provider?
[CUSTOMER][NEUTRAL] I'm a provider.
[AGENT][NEUTRAL] OK, and so our mail, um, our claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] City.
[CUSTOMER][NEUTRAL] That would be in [PII], huh?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and the zip code?
[AGENT][NEUTRAL] Yes. And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the payer ID.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEGATIVE] Do y'all ever have claims, man, I cannot even talk today.
[CUSTOMER][NEUTRAL] Do you ever have claims that are forwarded to you by primaries or no?
[AGENT][NEUTRAL] Forwarded by primary? No. Usually, um after primary, yeah.
[CUSTOMER][NEUTRAL] Yeah, like Medicare would forward to.
[CUSTOMER][NEUTRAL] OK, and if I was to send it electronic, are you guys signed up with Avality?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I'm not sure. I can ask a group billing member. Well, group billing really wouldn't help with that. That's more claims. Um, hold on one second, I can check and see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hey, thank you so much for holding. Um, no, we're with Smart Data Solutions.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] We are with Smart Data Solutions.
[CUSTOMER][NEUTRAL] OK, alright, cool, so then I will pay claim you.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, honey thank you so very much and you have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.