AccountId: 011433970860
ContactId: e79f72fd-0cf9-4f6b-b534-24934030dbc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309510 ms
Total Talk Time (AGENT): 114300 ms
Total Talk Time (CUSTOMER): 166783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e79f72fd-0cf9-4f6b-b534-24934030dbc8_20250422T17:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I am calling from, excuse me, I'm sorry, I am calling from Truan Firmary Hospital in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We sent a claim out and the address that we were given at that particular time was uh.
[CUSTOMER][NEUTRAL] [PII] and it was sent back to us stating that that address was incorrect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I was calling to get the correct address to send this claim to.
[AGENT][NEUTRAL] OK. Well, I'll be more than happy to help you with the claim's address. And Ms. [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 504702.
[CUSTOMER][NEUTRAL] 446 8. OK, let's see.
[CUSTOMER][NEUTRAL] Policy number what do I have here?
[CUSTOMER][NEUTRAL] I have 206-599-998.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. Um, so our claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct. And what was the member's first name that you gave?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, the first name is [PII]
[AGENT][NEUTRAL] So I just wanted that that is the claim's mailing address, but I just want to let you know I checked this policy and the last policy. [PII] is not a covered person on this policy. I don't know if if you knew that or not.
[CUSTOMER][NEGATIVE] No, I just get the return mail, so this person is not even covered by you guys.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am. It's only, I guess this is [PII] maybe the mom.
[CUSTOMER][NEUTRAL] Maybe so, OK.
[CUSTOMER][NEUTRAL] Alright, well, I'll just put a note in here that uh you know, I'll put the correct address for you guys, but I'll just indicate that [PII] and that's [PII] with date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's not covered.
[AGENT][NEUTRAL] Correct, that's not a, um, this is an individual policy.
[CUSTOMER][NEUTRAL] And the part of it is OK, let's see.
[CUSTOMER][NEUTRAL] Uh, no, wait a minute, so the date of birth has to be wrong. I'm talking about.
[CUSTOMER][NEUTRAL] OK, uh no, I said [PII], please. I'm sorry, the, the date of birth is [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Oh, this is a baby. OK, so I don't know if mom knows that she needs to add the baby then. Now that makes a little more sense.
[CUSTOMER][NEUTRAL] M.
[CUSTOMER][POSITIVE] OK, I, I do apologize.
[AGENT][NEUTRAL] Oh, it's OK. Um, well, at least we figured that out. So, um, I don't know.
[AGENT][NEUTRAL] I, I was still send the claim in.
[CUSTOMER][NEUTRAL] If she knows.
[AGENT][NEUTRAL] Yeah, and then at least, uh, I will let mom know in case she needs to reach out to her employer and add the baby, but um, yeah, I just want you to know that.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, [PII] is the date of birth. I really apologize for that. I'm sorry.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] OK, and I'm saying, oh wait a minute, it can't be [PII].
[AGENT][NEUTRAL] And I wrote it down like it was just regular. I'm thinking [PII] I wrote [PII], so I didn't even catch that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, I, I got you. That's OK, baby, and may I get your name again, please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK [PII], thank you very much for your help. I really do appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you [PII] that's it. I do appreciate your help.
[AGENT][POSITIVE] You're very welcome. Have a great day.
[CUSTOMER][NEUTRAL] And you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.