AccountId: 011433970860
ContactId: 13c03498-895b-45ab-9106-fd38a2da2b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336160 ms
Total Talk Time (AGENT): 78571 ms
Total Talk Time (CUSTOMER): 139935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/13c03498-895b-45ab-9106-fd38a2da2b87_20250505T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] here again.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, definitely. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] All right, certainly. I do have um the same member with the claims. Can we go ahead? I do have a few more queries about that.
[AGENT][NEUTRAL] OK. Do you have the good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, give me a moment.
[CUSTOMER][NEUTRAL] 02358065.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And uh what claim or date of service?
[CUSTOMER][NEUTRAL] The service is
[CUSTOMER][NEUTRAL] [PII], 2024.
[CUSTOMER][NEUTRAL] And the total bill amount is $67 even.
[AGENT][NEUTRAL] OK, what was your question?
[CUSTOMER][NEUTRAL] [PII], you did say that this.
[CUSTOMER][NEUTRAL] Is not because it's a supplemental policy and um it doesn't cover the data service. But upon checking, I do not find in primary insurance for the patient.
[AGENT][NEUTRAL] Yes, we, we don't have a primary on file either, so I'm not sure who it's through or if they have one.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] All right, then, can we send the claim for reproces, [PII]?
[AGENT][NEUTRAL] Reprocess for what?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because we do not have, if it is a supplementary policy, we do need to have a primary policy, correct? But we do not have either.
[AGENT][NEUTRAL] Oh, it's, we do not.
[AGENT][NEUTRAL] It doesn't require a primary policy for us to process the claim.
[CUSTOMER][NEUTRAL] All right. So so that supplemental policy, you mean?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Correct, this is a policy in which it's supplemental, but we don't require a primary.
[AGENT][NEUTRAL] Insurance to be on file.
[AGENT][NEUTRAL] You just pay according to the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, and if you do not find the primary insurance for the member?
[AGENT][NEUTRAL] I don't have any on file, correct.
[CUSTOMER][NEUTRAL] All right, [PII]. So can I get the uh the mailing address and the of the filing limit?
[AGENT][NEUTRAL] It's 180 days from the process date.
[AGENT][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Can you give me the ZIP code again, please?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can we go with the next date of service?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, is it the same for the um the bill limit and the bill?
[CUSTOMER][NEUTRAL] Mailing address, is it the same? If it is the same, then.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yes, it's the same.
[CUSTOMER][NEUTRAL] All right. And to whom the attention will it be?
[AGENT][NEUTRAL] Um, you can just put appeals.
[CUSTOMER][NEUTRAL] Uh, what?
[CUSTOMER][NEUTRAL] Thank you. It is [PII], uh, I didn't get the city name. Could you please spell that out for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the state is [PII].
[CUSTOMER][POSITIVE] All right. Uh. Thank you.
[CUSTOMER][NEUTRAL] Um, so, can I get the call reference number for this one, please?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] All right. Thank you for your assistance and you may have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye bye.