AccountId: 011433970860
ContactId: ee69a441-6a74-47b7-864f-5f435df3cc38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165899 ms
Total Talk Time (AGENT): 47669 ms
Total Talk Time (CUSTOMER): 83094 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ee69a441-6a74-47b7-864f-5f435df3cc38_20250213T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I, uh, we, I saw a patient today and they brought me their, um, kind of like their little invoice for you guys and I saw that the address has changed. Is the address changed for claims as well?
[AGENT][NEUTRAL] Um, is it the change from [PII] to [PII]?
[CUSTOMER][NEUTRAL] Yes, um, so on, um, on here it says address changed to [PII]. I have for claims to send to [PII], but now is it is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is [PII]. Yes, Ms. [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, but you know I'm gonna change all that. Also, um, when I called yesterday, they said that the patient um was termed, but I have here that the, uh, premium goes to, um, [PII]. Can you check that for me please?
[AGENT][NEUTRAL] OK, um, sure. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have a policy number for me?
[CUSTOMER][NEUTRAL] Mhm. 00602776.
[AGENT][POSITIVE] Thank you. One moment, let's see.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK, I don't have an active policy for this member. Uh, this policy was terminated [PII].
[CUSTOMER][NEUTRAL] So what about for Miss um.
[CUSTOMER][NEUTRAL] For Miss [PII], is she still um active?
[AGENT][NEGATIVE] No, the whole policy is terminated.
[CUSTOMER][NEUTRAL] The whole policy?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, because I have here premium paid [PII].
[CUSTOMER][NEUTRAL] Maybe they didn't pay their premium. OK, well, we'll just go with that. OK, thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.