AccountId: 011433970860
ContactId: d7f9e204-8b57-4916-8673-ca27029ad504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155600 ms
Total Talk Time (AGENT): 53721 ms
Total Talk Time (CUSTOMER): 82733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d7f9e204-8b57-4916-8673-ca27029ad504_20250625T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Good morning. It's [PII]. How are you?
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][NEGATIVE] I'm hanging in there girl, except I mailed out 4 claims and they all came back, used my stamps and everything, said we had the wrong address. Um, can you check? I know, kind of upsetting. Do you guys have a fax number we can fax claims to?
[AGENT][NEGATIVE] Oh, no.
[AGENT][POSITIVE] Yes, ma'am, we do.
[CUSTOMER][NEUTRAL] Medical claims.
[CUSTOMER][NEUTRAL] OK, great. Maybe I'll do that instead. And then I wanna make sure about the address, but do you need, what do you need from me first to know who I need?
[AGENT][NEUTRAL] Uh, what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 018287778.
[AGENT][POSITIVE] Thank you. Give me one moment.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Uh, I think I put in the wrong number. I'm sorry. What is that policy number again, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 01828778.
[AGENT][POSITIVE] 778 thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're calling from provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, verify that patient's date of birth.
[CUSTOMER][NEUTRAL] [PII], or physical therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, when you're ready, I can give you the mailing address and or a fax number to submit.
[CUSTOMER][NEUTRAL] OK, great. Uh, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] OK, and, and then so, yeah.
[CUSTOMER][NEUTRAL] I'm OK, I wonder why I guess on their card it was [PII].
[AGENT][NEUTRAL] Oh, yeah, that was our old mailing address. It had changed [PII].
[CUSTOMER][NEGATIVE] They need to get new cards out or change it on the cards.
[CUSTOMER][NEUTRAL] I don't know if you can put that in the tip jar, but uh anyway, OK, I'll change that. Thank you. What's the fax number if for claims?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK, I just put uh tension claims.
[AGENT][NEUTRAL] Yes, ma'am. Pension claims department.
[CUSTOMER][NEUTRAL] Whenever I think.
[CUSTOMER][NEUTRAL] And do I need anything else on the cover page?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much. I hope you have a great day. You're very kind.
[AGENT][POSITIVE] Oh you're welcome.
[AGENT][POSITIVE] All right, you too, Miss [PII], and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][POSITIVE] Thank you, bye.