AccountId: 011433970860
ContactId: d860e4f1-ae78-4465-9af6-8b44092491eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201580 ms
Total Talk Time (AGENT): 113218 ms
Total Talk Time (CUSTOMER): 60568 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d860e4f1-ae78-4465-9af6-8b44092491eb_20250516T16:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling with Anderson Hospital, and we have a claim that we billed to you guys and it was returned in the mail for a bad address.
[AGENT][NEUTRAL] OK, and you say you're needing to get uh a correct address to send a claim back, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with that, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]. That's my direct line.
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 01902342
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Imagine any information that is provided would be a verification. Well, you're not needing benefits, you only need an address. OK, so, uh, first off, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So the correct mailing address for this member's policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just make sure, [PII], with this type of policy that you also have included a copy of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well.
[CUSTOMER][POSITIVE] Yep, will do.
[AGENT][NEUTRAL] Alright, well, is there any, and then one last thing you once the claim has been received and processed by us, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I have that on the back of his card, but the address we have is different than what you gave me from the back of his card.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] It goes to [PII].
[AGENT][NEUTRAL] No, that's an old address. The address on his ID card is valid.
[CUSTOMER][NEUTRAL] Oh, so maybe he gave us an old card?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, hard to say, but the current you, but you said that PO box that I gave you is on his card?
[CUSTOMER][NEUTRAL] Maybe he had an old card on him.
[CUSTOMER][NEUTRAL] No, no, the one,
[CUSTOMER][NEUTRAL] The one you gave me I have to write down. I need to update our account to put it in there, but I have it [PII].
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Uh-huh. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yep, I will rebuil it with that prime OB.
[AGENT][NEUTRAL] OK. OK. All right. Well, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that would be it.
[AGENT][POSITIVE] OK, well then thank you for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye.