AccountId: 011433970860
ContactId: 051462ee-85c2-4c0b-b664-5e4a95449140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202470 ms
Total Talk Time (AGENT): 47252 ms
Total Talk Time (CUSTOMER): 101661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/051462ee-85c2-4c0b-b664-5e4a95449140_20250505T17:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, yes, I just have a question about a bill that I have here to see if it's um if they have, um, if the claim was sent to you guys yet.
[AGENT][POSITIVE] OK, I'll be happy to assist.
[AGENT][POSITIVE] And if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02549425 ML.
[CUSTOMER][NEUTRAL] 7 or 8, whichever one's an inpatient one's an outpatient.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] There's 3, 5:30.
[CUSTOMER][NEUTRAL] Um, and then 78 and 7:18.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Last sorry, yes, sorry, [PII], yeah.
[AGENT][NEUTRAL] 5:30 OK.
[AGENT][NEUTRAL] OK, I don't see that we have those claims on file.
[CUSTOMER][NEUTRAL] OK, so then I would need to call the um provider and ask him to to give him my number my uh APL number and ask them to put that through or?
[CUSTOMER][NEUTRAL] Is that correct? That's the next step. OK, um, because you do cover, um, these are one's an ultrasound.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think they're all 3 ultrasounds or MRI's.
[CUSTOMER][NEUTRAL] Trying to, I can't really tell.
[CUSTOMER][NEUTRAL] X-ray, there's one X-ray.
[CUSTOMER][NEUTRAL] Electrocardiogram.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was in an office visit, uh, at the office visit or in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know what the difference is. I mean, I've been to the office. I, it's, they do MRIs, they do ultrasounds, they do all those type of things. That's not like um.
[CUSTOMER][NEUTRAL] It's more like doctor, I, I don't know. I'm not sure. Sunset Radilogy is the name of the.
[CUSTOMER][NEUTRAL] I don't I'm not sure the two difference, the difference between the two.
[AGENT][NEUTRAL] OK, so that will be considered a um MRI facility. Um, so that will be covered under the outpatient. But please be advised the verification of coverage is not a guarantee of payment, but from what you're telling me, it sounds like it will be covered under the outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, OK, so, um, I'm gonna at least call them and see if they'll put that through, uh, reprocess that with with that information. Thank you so much for your help.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mhm bye bye.