AccountId: 011433970860
ContactId: d7b3f38d-fd5b-4678-b8fd-79c95613fa3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144279 ms
Total Talk Time (AGENT): 61827 ms
Total Talk Time (CUSTOMER): 59455 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d7b3f38d-fd5b-4678-b8fd-79c95613fa3b_20250402T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII] Okhoma Surgical Hospital. We had mailed a claim, but it looks like it was returned because 4 time expired, and we can't read the PO box number that they put on the sticker.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It looks like 246556, but I wasn't sure if that's what it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you mail it to [PII]?
[CUSTOMER][NEUTRAL] Uh, it's got [PII] on it.
[AGENT][NEUTRAL] Oh, I don't know that. I can look into it for you. Um, so I
[AGENT][NEUTRAL] Let me pull up the members uh.
[CUSTOMER][NEUTRAL] It's like a medical claim.
[AGENT][NEUTRAL] Yeah, let me pull up the member's policy so I can see what type of policy they have to know what address you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you just tell me when you're ready.
[AGENT][NEUTRAL] Alright, and [PII]
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] And then the policy number looks like 025.
[CUSTOMER][NEUTRAL] 66545
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We didn't have a copy at the back of the card, just the front.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so,
[AGENT][NEUTRAL] The address that it needs to be sent to, um, is, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready, dear.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and then the zip code is [PII].
[CUSTOMER][NEUTRAL] Alright, I'll get it out to that address.
[AGENT][NEUTRAL] Alright, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it. I appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.