AccountId: 011433970860
ContactId: b2e40edf-3c5d-4042-80cb-8d386a37d377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292399 ms
Total Talk Time (AGENT): 53113 ms
Total Talk Time (CUSTOMER): 152822 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b2e40edf-3c5d-4042-80cb-8d386a37d377_20250603T13:36_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], this is [PII] calling from private office. Please we have.
[CUSTOMER][NEUTRAL] Conversation yesterday about the patient and I'm having a trouble with the
[CUSTOMER][NEUTRAL] Member
[CUSTOMER][NEUTRAL] Address. Sorry, the claim address.
[AGENT][NEUTRAL] The claim address, um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Yeah. The callback number is [PII]. And the reference number for, yeah.
[CUSTOMER][NEUTRAL] But no reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh what was the policy number?
[CUSTOMER][NEUTRAL] And the policy number for.
[CUSTOMER][NEUTRAL] 01699475 M as in Mary L as in Lima 8 as in number 8.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] An updated ID you provided me that was.
[CUSTOMER][NEUTRAL] 02473011.
[AGENT][NEUTRAL] Can you uh verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you were wanting to see.
[AGENT][NEUTRAL] If the claim has been sent in or?
[AGENT][NEUTRAL] Were you wanting our claim address?
[CUSTOMER][NEUTRAL] Yeah, cause uh.
[CUSTOMER][NEUTRAL] Actually, the same address on
[CUSTOMER][NEUTRAL] 5 is
[CUSTOMER][NEUTRAL] Uh, just give me a moment here.
[CUSTOMER][NEUTRAL] The claim address is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII], please remember. And the address yesterday you provided me for this number is [PII].
[AGENT][NEUTRAL] Uh, yes, it's [PII].
[AGENT][NEUTRAL] That's the correct address for claims.
[CUSTOMER][POSITIVE] Yeah, yeah, thank you so much for this. And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What's the address [PII]. Is that your previous address or something like that when your administrator or, sorry?
[AGENT][NEUTRAL] Yeah, that one's no longer active.
[AGENT][NEUTRAL] That one's no longer active.
[CUSTOMER][POSITIVE] Yeah, thank you so much for verifying that because I, I do show in my system is that address.
[CUSTOMER][NEUTRAL] So it needs to update and the fax number as you provided [PII].
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] Mm and the updated ID number 02473011.
[CUSTOMER][POSITIVE] That's the active ID number. And thanks for
[AGENT][NEUTRAL] 0, 247-3011. Yes, sir.
[CUSTOMER][NEUTRAL] And for
[CUSTOMER][NEUTRAL] 02473011, right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And it's active from [PII].
[AGENT][NEUTRAL] Yes sir and it is currently active.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you so much for confirming the mailing address and take care. Bye-bye.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.