AccountId: 011433970860
ContactId: f9c2206c-5392-44dd-b93f-699009934264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472869 ms
Total Talk Time (AGENT): 76593 ms
Total Talk Time (CUSTOMER): 169937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f9c2206c-5392-44dd-b93f-699009934264_20250319T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from a provider's office.
[CUSTOMER][NEUTRAL] We wanted to update our our address for payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a member's policy number that a claim was submitted on?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Let me see if I can find one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Oh, that's nice.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I should have had that information for you.
[CUSTOMER][NEUTRAL] OK, I'm going to have to um look for a member.
[CUSTOMER][NEUTRAL] I just had from my administrator I just had a note to contact you guys and update the address.
[CUSTOMER][NEUTRAL] Um, but she didn't give me a, uh, a claim or a specific patient, so.
[CUSTOMER][NEUTRAL] Um, am I gonna need that in order to update our demographic information?
[AGENT][NEUTRAL] I can see if I can pull.
[AGENT][NEUTRAL] It up via the tax ID number. May I have that?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the name of the facility?
[CUSTOMER][NEUTRAL] It's um Correct Vision Laser Institute is what we do business as um but our legal name is [PII].
[AGENT][NEUTRAL] OK, and what is the mailing address that you're needing to change it to?
[CUSTOMER][NEUTRAL] Uh, I believe it's currently being sent to our lockbox, which is a [PII].
[CUSTOMER][NEUTRAL] Uh, do you want to hang.
[CUSTOMER][NEUTRAL] It is currently going to [PII].
[CUSTOMER][NEUTRAL] And we want to change it to a physical address.
[AGENT][NEUTRAL] And what would the physical address be?
[CUSTOMER][NEUTRAL] OK, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you all don't use the [PII]?
[CUSTOMER][NEUTRAL] We know, we moved from [PII] probably like 3 years ago, 3 or 4 years ago.
[AGENT][NEUTRAL] OK. I will enter a note in the system. We will have to receive a W-9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the correct mailing address and the only issue is when the when the provider do submit in that claim that that correct mailing address is gonna have to be listed on that claim. If not, it will go to that mailing address listed.
[CUSTOMER][NEUTRAL] OK, I believe that shouldn't be a problem. I will try to look into one of our patients.
[CUSTOMER][NEUTRAL] Um, so that I can see, but I would assume that the claim has the correct address. OK, so where, which did you have that PO box that I mentioned, the 312, is that what you had on file?
[AGENT][NEUTRAL] Yes, we have that one on file as well.
[CUSTOMER][NEUTRAL] OK, um, because we're gonna, we are, um, probably going to eliminate that address so we wanna make sure that you guys have the updated one.
[CUSTOMER][NEUTRAL] Um, where do we need to send the W-9?
[AGENT][NEUTRAL] Let me get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can send that to 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] That's a fact.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] If you would like to send it via mail, would you like the mail mailing address?
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Um, we're probably just gonna fax it.
[CUSTOMER][NEUTRAL] W 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but as of now it will, so it will not be updated until we send the W-9 or you've already.
[CUSTOMER][NEUTRAL] Made the change.
[AGENT][NEUTRAL] It will be updated once the W9 is received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That's about it. I just want to verify the number again. It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.