AccountId: 011433970860
ContactId: 1c8ec99a-b564-4953-8385-d73b3a814c00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257660 ms
Total Talk Time (AGENT): 96023 ms
Total Talk Time (CUSTOMER): 108785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1c8ec99a-b564-4953-8385-d73b3a814c00_20250204T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII] and I'm calling from Roper Saint Francis Berkeley Hospital and I'm checking claim status, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number for me first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thank you. And then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] 02446499
[AGENT][NEUTRAL] Alright thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then did you have that bill amount?
[CUSTOMER][NEUTRAL] $9,181.90.
[AGENT][POSITIVE] Got it. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm so sorry that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that 9,181 and 90 cents, excuse me, was that the amount uh before major medical paid?
[CUSTOMER][NEUTRAL] Um, actually, no, uh, we sent this to you guys' primary.
[AGENT][NEUTRAL] Uh, this is definitely a secondary medical policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we would have to have that primary EOB uh before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, one other question, um, do, do you not show that claim on file?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, not for that amount. That's what I'm trying to check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, should they be sent to APL?
[AGENT][NEUTRAL] Um, after the primary, um, whoever they have as their major medical pays, yes, um, as this is secondary medical, so it is designed to help with, uh, co-pay, deductible and co-insurance after, uh, major medical pays.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and your address is still the [PII], correct?
[AGENT][NEUTRAL] That is correct. Um, I've also got a fax number and a pair ID if you'd like, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, because we're gonna have to actually, um, bill his primary insurance, um, first, um.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Uh, uh, uh, I'm trying to get everything.
[AGENT][POSITIVE] Uh there's no timely filing limit or anything like that. I understand, so you don't have to worry about that at least.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that that's one good thing, um, and, uh, well, see, no wonder I couldn't pull it up on the um APL website is because you guys didn't have it. OK, the only other thing um that I would need is do you give um reference numbers?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um, it would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am thank you so much you have a good day.
[AGENT][POSITIVE] All right, yeah, of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.