AccountId: 011433970860
ContactId: 0024984b-8eec-4cff-ac91-7919a1bf6683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349500 ms
Total Talk Time (AGENT): 110057 ms
Total Talk Time (CUSTOMER): 94906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0024984b-8eec-4cff-ac91-7919a1bf6683_20250106T14:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII]. I'm calling from the product office. I'm checking on the claims.
[AGENT][NEUTRAL] OK, sure, I can assist you with status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And sure, one moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have the numbers [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, before I missed your name, you said your name?
[AGENT][NEUTRAL] My name is [PII]. That's S as in Sam, [PII] as in Lima. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure. I have your uh the ID number which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Your name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's for uh [PII].
[CUSTOMER][NEUTRAL] I have the claim bill amount is for $212.86.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Let me see if I can find this claim for you and for the future, you can check claim status online through our website at [PII] and that's just optional. And that was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII], the claim is not on file.
[CUSTOMER][NEUTRAL] Uh, do you have any claim for this set of service or other than this remode?
[AGENT][NEUTRAL] No, I don't have that claim.
[CUSTOMER][NEUTRAL] You don't have any claim for [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So the case is still open?
[AGENT][NEUTRAL] I'm sorry. When you say case is still open, what do you mean? Because it was not received.
[CUSTOMER][NEUTRAL] Uh, so is this a worker's comp claim, right? So,
[AGENT][NEUTRAL] No, this is a secondary supplemental plan to the major medical. This is a secondary policy, um, but we have not received the claim. So the claim is not on file. It needs to be sent again.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it's a Medicare supplement plan, right?
[AGENT][NEUTRAL] No, this is a secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] So is this secondary to the major medical.
[CUSTOMER][NEUTRAL] So you want a secondary insurance, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And, uh, do you have the information, uh, of who is the primary for this patient?
[AGENT][NEUTRAL] Um, I can check and see if I have it. One moment.
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] OK, do you have the policy number?
[AGENT][NEUTRAL] We don't have the policy numbers for United, no.
[CUSTOMER][NEUTRAL] OK. Can I have the reference number of your call today?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To see let see. And may I know from when you're the pri uh secretary for this patient?
[AGENT][NEUTRAL] OK, the effective date on this policy is [PII].
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And turn on when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, April, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you, sir. Thanks for your this. Have a wonderful day and I really appreciate that. Bye-bye.
[AGENT][POSITIVE] No, thank you for calling APL. You have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.