AccountId: 011433970860
ContactId: 172bdc65-cd6a-4db3-919a-a71838f0ebcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142179 ms
Total Talk Time (AGENT): 90300 ms
Total Talk Time (CUSTOMER): 36300 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/172bdc65-cd6a-4db3-919a-a71838f0ebcb_20250123T21:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I've talked to somebody earlier to find out where I could go to see a doctor and y'all sent me a whole bunch of providers and stuff. I called every single one of them and they said they not heard y'all and I would have to pay $150 up front.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So give them our phone
[CUSTOMER][NEUTRAL] And then they said y'all.
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEUTRAL] Give them our phone number and your policy number and have them give us a call to verify the benefits. They're just not familiar with the name of the policy.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] But we can definitely.
[CUSTOMER][NEUTRAL] Yeah, because everyone
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEUTRAL] They call um all the time. They'll just need your um first and last name and your date of birth to verify and then that policy number. Um, and we'll go over everything with them, how to send the claim, what's covered, what's not, um, that's just an easy way to get them to get off the phone and say that it's not accepted.
[AGENT][NEUTRAL] To be honest with you.
[CUSTOMER][NEGATIVE] Yeah, because they're all trying to charge me $150 up front.
[CUSTOMER][NEUTRAL] And saying y'all pay that back.
[AGENT][NEUTRAL] Mhm. What they're doing is saying that they don't accept it, charging you a self-pay fee like you're like as if you didn't have insurance, that's what that fee is.
[AGENT][NEUTRAL] And then they would file the claim and then be reimbursed at the end, but they don't even have to do that. They can just verify with us just pick who you want to go to, have them, um, give them a call, give them our phone number and your, um, you know, date of birth and and first and last name, and we can verify and give them the information they need.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All [PII]. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, so just pick any one of them on that list y'all sent me.
[AGENT][NEUTRAL] Mhm. As long as they're on that list, they're in network, um, and you can just pick, you know, whichever one you want to go to, have them give us a call and we'll verify with them and tell and teach them how to file for us.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEGATIVE] Sounds like they're just not familiar with it and didn't want to go further into it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm