AccountId: 011433970860
ContactId: 0bd2b4d1-9b4a-47f5-9551-8e9113c727a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349100 ms
Total Talk Time (AGENT): 97221 ms
Total Talk Time (CUSTOMER): 131700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0bd2b4d1-9b4a-47f5-9551-8e9113c727a6_20250506T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, my name is [PII], and I was, I have some claims that I'm wanting to submit.
[CUSTOMER][NEUTRAL] And I just had a question. I mean, I don't wanna send you a bunch of irrelevant.
[CUSTOMER][NEUTRAL] Sheets of paper. Um, so, like for
[CUSTOMER][NEUTRAL] For like chemo and radiation, for example.
[CUSTOMER][NEUTRAL] I mean do you submit for the the price that.
[CUSTOMER][NEUTRAL] For the charge or the actual amount that was paid by the patient?
[AGENT][NEUTRAL] Um, it would be for the charge, so we just need to see the charges, what date, um, you had chemo or radiation on, uh, you know, where the provider was located, like which provider, and then like the codes for the radiation and your diagnosis.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So I mean it's
[CUSTOMER][NEUTRAL] I mean once, once the charges are over $10,000 then I don't have to send any more of those papers in, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Of of the charge for radiation.
[AGENT][NEUTRAL] Uh, yeah, I can look up your policy. Do you have your number?
[CUSTOMER][NEUTRAL] Uh, yes, it's actually it's policy, uh, the number is 01593301.
[CUSTOMER][NEUTRAL] Like I was just, I'm not wanting to send you sheets and sheets of paper, you know, if two sheets will get it covered kind of thing. So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, could you give me that number again? It didn't pull up that your name. The policy is under your name, correct?
[CUSTOMER][NEUTRAL] Uh, [PII] is my mom's name.
[AGENT][NEUTRAL] Oh, OK. Um, do you have that number? Could you give that to me one more time?
[CUSTOMER][NEUTRAL] Sure, 01593301.
[AGENT][NEUTRAL] Yeah, I'm pulling that up. Uh, let me see.
[CUSTOMER][NEUTRAL] Is that the old one? Did I give you the old one?
[CUSTOMER][NEUTRAL] She had two different policies.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Is it B R A D Y?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me uh look that up.
[CUSTOMER][NEUTRAL] Oh well on her card it just says 593301.
[CUSTOMER][NEUTRAL] I don't know where I got that other.
[AGENT][NEUTRAL] OK, let me try that. 59,330.
[AGENT][NEUTRAL] And uh what date of service was this for?
[CUSTOMER][NEUTRAL] Well, I mean, she had multiple day service for her chemo and radiation, um.
[CUSTOMER][NEUTRAL] So I was just trying to figure out how much to send. I mean, most of it was like in [PII].
[AGENT][NEUTRAL] OK. I was just making sure because I I show the policy terms, so.
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Um, yeah, so basically, let me get that pulled up. Hold on one moment.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline.
[AGENT][NEUTRAL] And let's see.
[AGENT][POSITIVE] Making sure we don't miss anything, so.
[AGENT][NEUTRAL] Yes, so it's the 10,000 and it's per calendar year, so, um, 10,000 for chemo and radiation per calendar year.
[CUSTOMER][NEUTRAL] OK, so like.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry, you were breaking up.
[CUSTOMER][NEUTRAL] Oh, I was just trying to find a good example here real quick. So,
[CUSTOMER][NEUTRAL] Like if
[CUSTOMER][NEUTRAL] Just say just out of random if say if there's um a chemo or whatever in the top it says $600 or something.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][POSITIVE] I'll just keep adding those up until I get 10,000 and that's like right.
[AGENT][NEUTRAL] Yes, it'll be for the bill charges though, not um after insurance is paid and all that. So it's, if they pay, if they billed like, let's say $1000 for chemo, and then your primary insurance or Medicare paid $600 it's the $1000 that we're looking at. So it's the bill charges.
[CUSTOMER][NEUTRAL] Oh, OK, OK. So it won't take very many pages then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well that makes sense that that answers my question that's all I needed to know thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.