AccountId: 011433970860
ContactId: d4c45024-ee5a-41f5-a09c-ae51598407df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218600 ms
Total Talk Time (AGENT): 107166 ms
Total Talk Time (CUSTOMER): 43871 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/2025/06/09/d4c45024-ee5a-41f5-a09c-ae51598407df_20250609T17:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have been trying to mail a claim to you all and it keeps coming back, um, so I needed to figure out the correct address.
[AGENT][NEUTRAL] OK, so you're calling from a provider's office and you're needing to get a correct mailing address for the claims department, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Um, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 16974777
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment to get that member's information pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and her date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so on this policy is.
[AGENT][NEUTRAL] Is the data service that you're filing for, this policy is no longer active, so that's why I was asking. Um, this policy was active, [PII], from [PII].
[AGENT][NEUTRAL] To [PII], is your data service within that range?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] It is not.
[AGENT][NEUTRAL] And there is no other active policy with us, but I'll be happy to give you our correct claims PO box to make sure you have it. Which, what address did you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I had [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is, that used to be our claims PO box, but now we're using our corporate location so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you for that information.
[AGENT][NEUTRAL] OK. Well, if, is there anything else, you're welcome. Uh, but is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you again [PII] for calling APO and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.