AccountId: 011433970860
ContactId: 0dfda1e5-84c2-4751-94e2-85eefe3a5c77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325100 ms
Total Talk Time (AGENT): 88839 ms
Total Talk Time (CUSTOMER): 106367 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/0dfda1e5-84c2-4751-94e2-85eefe3a5c77_20250418T14:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because my son was in the hospital in [PII], and we have two insurances and now he got a bill.
[CUSTOMER][NEUTRAL] And they said to send the, the second to the secondary, but that they only paid a certain amount. But whatever I was told that if we had two insurances, whatever the first one didn't pay, the second one will pick up. So we've been using it for a few years and it's been great, but now my son gets a bill and it's because it's it hasn't happened since we've had two insurances, so I'm really confused about this.
[AGENT][POSITIVE] OK, well, I'd be happy to assist with your claim today. um, may I have your policy number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 01975793, the letter M, the letter L and the number 8.
[AGENT][NEUTRAL] OK, and what is your name and date of birth?
[CUSTOMER][NEUTRAL] My, well, it's for my son.
[CUSTOMER][NEUTRAL] Do you want his name and date of birth?
[AGENT][NEUTRAL] Um, after I get your name and date of birth?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And a [PII].
[AGENT][NEUTRAL] OK, and if you can verify your email address for me?
[CUSTOMER][NEUTRAL] Yes, mine is [PII]. I also have another one, [PII].
[AGENT][NEUTRAL] I'm sorry, I'm sorry, you're not the primary. OK, so I'll need the um your mailing address. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh my husband? No, that's OK. My husband's a primary.
[AGENT][NEUTRAL] OK, and what's so what's the um mailing the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the dependent's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and what's the data service for that claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was this an
[AGENT][NEUTRAL] ER visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I'm showing that.
[AGENT][NEUTRAL] The copay for that?
[AGENT][NEUTRAL] Was $500 and we paid the $500.
[CUSTOMER][NEGATIVE] But then why don't you get a bill for 748? I thought you guys picked up whatever the the first one didn't pick up because we pay a lot for two insurances so that this wouldn't happen.
[AGENT][NEUTRAL] We only have
[AGENT][NEUTRAL] We only have one claim. That claim came from Baptist Hospital, and Baptist Hospital only ask for $500 and we paid the $500 so no one else has, I'm sorry, go ahead. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They told me that I told the, yeah, I'm sorry, I'm so sorry. They told me that they send you a bill for $1200 and at $1200 you only paid $500.
[CUSTOMER][NEUTRAL] But he has to pay the rest, he says.
[AGENT][NEUTRAL] Baptist Hospital said that?
[CUSTOMER][NEUTRAL] That's what they said, yeah.
[AGENT][NEUTRAL] OK, let me look at the EOB because I'm showing.
[AGENT][NEUTRAL] The EOB that they sent us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The co-insurance was $500.
[CUSTOMER][NEUTRAL] Really, should I call them back?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that was from Baptist Hospital. That's not um because it's odd that we didn't get billed for the physicians. So are you sure that that's the Baptist hospital charge and not the physician's charge? Cause if it's the physician's charge, they'll need to submit that to us because we don't have any other claim but this one claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Oh, let me find, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I understand completely. thank you for all your help. I really appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you you have a great weekend.
[AGENT][POSITIVE] Thank you for calling APO. You have a great weekend as well too.
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.