AccountId: 011433970860
ContactId: e7caa107-8d71-4b19-a54f-b3255b5514cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342239 ms
Total Talk Time (AGENT): 118299 ms
Total Talk Time (CUSTOMER): 153787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e7caa107-8d71-4b19-a54f-b3255b5514cc_20250509T20:13_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, good afternoon. My name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] It's um Nova South University Clinic.
[CUSTOMER][NEUTRAL] Um, in regarding a mutual client, I was calling in regarding um your billing address for medical claims.
[AGENT][NEUTRAL] OK. Um well, let me see what type of policy the member has, but I'll be more than happy to help you with the claim's address. And can you repeat your name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it is call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your name and the member's policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I have policy number, it is.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It is 01023227.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. I have case [PII], last name. I'm gonna spell it, but I just if I pronounced it wrong. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, wait.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry, that's the last name [PII].
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] And I was
[CUSTOMER][NEUTRAL] Last name is [PII]. First name [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] I have date of birth is [PII].
[CUSTOMER][NEGATIVE] [PII]. No, no, no, that's the wrong thing. I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that is the date of birth. I'm reading it from the claim, sorry.
[AGENT][NEUTRAL] It's OK. Hold on one moment.
[AGENT][NEUTRAL] OK, so our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, as of when did you, did the address, um, change for you guys?
[AGENT][NEUTRAL] Um, it's been at least 2 years. I've been here for 2 years, so at least 2 years.
[CUSTOMER][NEUTRAL] Changed 2 years ago. Oh wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But they were, we were having it afforded for a while. So it might not have, you know, alerted y'all until if you tried to send something.
[CUSTOMER][NEUTRAL] We just behind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because we did try to send it and we were sending it to the wrong address. That's why I was calling to confirm mhm um also, is it OK that on this same client that I'm on, I have a couple claims for that patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me see, um, I wanna start with the first data service I have is 225-2025. Is it possible that I can fax it to you guys instead?
[AGENT][NEUTRAL] Well, OK, wait a minute.
[AGENT][NEUTRAL] What's, so what's the date of service for the claims you're trying to send in? Because the, the member doesn't have currently doesn't have any active insurance with us. They haven't had insurance with us since [PII]. So if there's anything.
[AGENT][NEUTRAL] After [PII], they didn't have any policies with APL.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there was enacted as of [PII]. Yeah, [PII].
[CUSTOMER][NEUTRAL] 524.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 24, 25.
[CUSTOMER][NEUTRAL] Yeah, I have 24, between 24 to 25.
[AGENT][NEUTRAL] OK, yeah, so I, I don't know who their um current insurance is, but with APL they didn't have a policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They was not active 55. OK, thank you, but um just in case if I do have other uh client um patient that I do come across, is it possible that I can fax um current?
[AGENT][NEUTRAL] Yeah, what?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claims to you?
[AGENT][NEUTRAL] Oh yeah, you can fax them. You can fax them, you can mail it, or you can send it electronically, depending on what type of policies they have. This person, um, it comes to us, there may be other like some of our other uh claims go to IMA, so it just, just give us a call and we can verify it for you and let you know where to send it.
[CUSTOMER][NEUTRAL] Or mouth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, thank you. And your name again?
[AGENT][NEUTRAL] You're welcome. My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] All right, well thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.