AccountId: 011433970860
ContactId: c577b898-ed23-4743-80b7-576025c00ae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193500 ms
Total Talk Time (AGENT): 70199 ms
Total Talk Time (CUSTOMER): 102545 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/2025/02/17/c577b898-ed23-4743-80b7-576025c00ae2_20250217T16:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello [PII]. uh [PII], I'm calling to obtain your, your medical uh mailing address for claims. Um, I needed to submit a claim. I understand you guys hadn't received and I would just like to confirm the address where it needs to go to.
[AGENT][NEUTRAL] OK, may I have that member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, uh 016998887 MLH.
[AGENT][NEUTRAL] And may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Absolutely, it is [PII] My number is [PII]. That is a direct line and I'm with the medical provider Memorial Hospital Pembroke.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, so this member does have a new policy number.
[AGENT][NEUTRAL] Are you ready for that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 473-119 and that policy effective date is [PII] and currently active.
[CUSTOMER][NEUTRAL] OK, the claim I'm submitting is for services rendered 13024.
[AGENT][NEUTRAL] OK, so that would be the one for.
[CUSTOMER][NEUTRAL] So do I use the number that I gave you or do I use the new number?
[AGENT][NEUTRAL] Yes, it will be the other one.
[CUSTOMER][NEUTRAL] It would be the other one, OK, I just wanted to confirm um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh I'll go ahead then and I'll get that submitted then and what and what is the uh mailing address for the claims?
[AGENT][NEUTRAL] The mailing address is showing [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Now you do have an option to submit it via fax and the secured portal as well.
[CUSTOMER][NEUTRAL] 895.
[CUSTOMER][NEUTRAL] OK, and the fax number there just to confirm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK great alright I'll go ahead and get that submitted and I did wanna ask you one other question do you guys still use this [PII]? This is where they sent the claim it looks like.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, that's not our mailing address. It's the [PII].
[CUSTOMER][NEUTRAL] Oh, it's the [PII]. OK, so this other address is no longer valid?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, um, I appreciate the information uh thank you so very much. um, we'll get the claim resubmitted to you. You have a wonderful day thank you for your help.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Same to you, [PII]. You have a great day.
[CUSTOMER][POSITIVE] Take care you too bye bye now.
[AGENT][NEUTRAL] Bye bye.