AccountId: 011433970860
ContactId: 1ae084f9-93c6-48e4-9c2f-60cc40400707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186259 ms
Total Talk Time (AGENT): 82431 ms
Total Talk Time (CUSTOMER): 70311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1ae084f9-93c6-48e4-9c2f-60cc40400707_20250404T19:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. Uh, I wanna know, uh, how's the process. Um, so I paid a $75 co-pay for my insurance. Um, what do, how do I, um,
[CUSTOMER][NEUTRAL] How do I do that for the reimbursement? Like what's the process where I do it?
[AGENT][POSITIVE] OK, I'd be happy to assist with information on filing a claim, um.
[AGENT][NEUTRAL] And if you could please provide me with your policy number please?
[CUSTOMER][NEUTRAL] Uh, uh, I don't know. I, I don't have it. Um, is there any other form you could pull it up?
[AGENT][NEUTRAL] Yes, sure, we can use your social.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and if you can please verify, um, well first if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And Mr. [PII], if you can verify your date of birth and your email address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email address is.
[CUSTOMER][NEUTRAL] Uh, it is, hold on, sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that information. Just the advised verification of coverage is not a guarantee of payment. Now you said this was um for a copay. Where did you receive treatment?
[CUSTOMER][NEUTRAL] I, I went to, uh, like one of those clinics.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you can go ahead on and file the claim, but your policy does not cover for um benefits for treatment in an office or clinic setting in terms of the co-pay. Now, if it was applied to any procedures or treatment that you received at the visit, then that would be covered. But if this is just the co-pay that's associated with the physician's charges, it would not be covered.
[AGENT][NEUTRAL] But I would go ahead on and submit the paperwork just to make sure and be, you know, just to be sure um now have you registered with the online service center?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I do, uh, I, uh, we, uh,
[CUSTOMER][NEUTRAL] My, my, uh,
[CUSTOMER][NEUTRAL] The mother of my child did.
[CUSTOMER][NEUTRAL] Um, why I should do it through her, through there online, or?
[AGENT][NEUTRAL] So, um, yeah, you can log to, um, you can log into the online service center and upload your information. We'll need the explanation of benefits from your primary insurance for that data service along with the diagnosis code for the visit, which you can get from your provider.
[CUSTOMER][NEUTRAL] OK, I have all that paperwork and I have the receipt. OK, alright, thank you, and I'll do it online. Thank you.
[AGENT][NEUTRAL] Was there anything else