AccountId: 011433970860
ContactId: 2643f19c-9f1e-45fe-8bcd-b0af95b42c0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172860 ms
Total Talk Time (AGENT): 63181 ms
Total Talk Time (CUSTOMER): 101169 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/2643f19c-9f1e-45fe-8bcd-b0af95b42c0e_20250428T18:15_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. Thank you for taking my call. Um,
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I was trying. I just got a um.
[CUSTOMER][NEUTRAL] Uh, a lab order from my, um, primary care physician and I was trying to fill out the um Recuro Health, um,
[CUSTOMER][NEUTRAL] Um, you know, my, my portion of it where, where it asks for primary insurance and stuff. So I'm not a big insurance guru, but I was wondering, I, I, I, I wasn't sure I was identifying what we're asking for. For instance, right under where it says primary insurance, it says it's asking for bill type.
[CUSTOMER][NEUTRAL] Um, and I don't know if that's something I would fill out or if that's something that, uh, Quest Diagnostics would fill out when I go there.
[CUSTOMER][NEUTRAL] And then it also asks about a code, which I'm assuming that's the code for the testing that I might have done, which again I think they they would fill that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But underwear it asks us for the name of the primary insurance. Would that be IMA Incorporated or would that be APL?
[AGENT][NEUTRAL] OK, so you have a policy with APL and IMA, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're questioning about how to fill out a form?
[AGENT][NEUTRAL] Again, what type of form?
[CUSTOMER][NEUTRAL] Yes, um, how to fill out the um.
[CUSTOMER][NEUTRAL] It's a it's a former it's a lab request.
[CUSTOMER][NEUTRAL] It's uh from Recuo Health Recuo Health is my I guess intermediary.
[AGENT][NEUTRAL] OK, so I can try and help you with this, but if it's their claim form you may end up having to speak to them about how you would fill that out, um.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][POSITIVE] That does make more sense. Let me, instead of taking up any more of your time because I think I got you figured out. I, I have your name and everything where it belongs and group number and all that stuff. So maybe that's what I need to do. I, I, I'll call [PII] and ask him.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, OK. Well, I'll be happy to pull you up your, up your information and go over some things with you. And if I can possibly help you, I will certainly try.
[CUSTOMER][NEUTRAL] Cause I don't, yeah, I think.
[AGENT][NEUTRAL] But with it being there.
[CUSTOMER][POSITIVE] I will call you back if that becomes necessary, yeah.
[AGENT][POSITIVE] OK, then. Well, who, who did I have the pleasure of speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] This was [PII].
[AGENT][POSITIVE] OK, Mr. [PII]. Well, it was my pleasure in speaking to you. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No. No, you've been, you've been very helpful. Thank you so much.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you again for calling APL. Call us back if we can help you further, and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.