AccountId: 011433970860
ContactId: f23b134a-0437-427a-9898-f18df7e0f3a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180679 ms
Total Talk Time (AGENT): 79322 ms
Total Talk Time (CUSTOMER): 75305 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f23b134a-0437-427a-9898-f18df7e0f3a6_20250116T19:56_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, good morning, [PII]. Uh, this is [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] You're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir, I can help you. And can you spell your name for me, please?
[CUSTOMER][NEUTRAL] Yes, it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your callback number?
[CUSTOMER][NEUTRAL] [PII] with the [PII] [PII].
[AGENT][NEUTRAL] OK, I just spoke to you a moment ago, [PII], and so you have another claim you're needing status on.
[CUSTOMER][NEUTRAL] No, the same claim, but uh.
[AGENT][NEUTRAL] What is the policy number again? No, I, I remember the speaking to you, but what is the policy number?
[CUSTOMER][NEUTRAL] The previous claim was some
[CUSTOMER][NEUTRAL] 12624 68 M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get that information pulled back up so you have another question regarding this claim or this status, this member's policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you. Just one moment.
[AGENT][NEUTRAL] OK, and again, any information provided would be a verification of benefits and not a guarantee of payment. And what was the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth [PII].
[AGENT][POSITIVE] OK. Yes, sir. And how can I help you again with this?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Like, uh, for the same number there was another claim which was submitted to the mailing address, uh, [PII], and the claim was received by you, mhm.
[AGENT][NEUTRAL] OK, that's a
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And the claim was received, uh.
[CUSTOMER][NEUTRAL] By you and this claim was not received so to confirm the mailing address, uh I just called.
[AGENT][NEUTRAL] OK, so the [PII] mailing address is a very old PO box that we no longer receive mail through.
[CUSTOMER][NEUTRAL] OK, so be [PII].
[CUSTOMER][NEUTRAL] That is a very old PO box.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] The correct mailing address for claims for our company now is [PII].
[CUSTOMER][NEUTRAL] Claim for our company now is [PII].
[CUSTOMER][NEUTRAL] 950
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, just for that mailing address confirmation I just got. Thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome, [PII]. So thank you again for calling APL if that's all I can help you with, and I hope you have a nice afternoon.