AccountId: 011433970860
ContactId: 2b4e6b47-991d-47da-838b-b25c6e7725d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219460 ms
Total Talk Time (AGENT): 71035 ms
Total Talk Time (CUSTOMER): 69329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2b4e6b47-991d-47da-838b-b25c6e7725d7_20250307T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. I'm trying to go over this claim with the insured. Can you look at this with me? Uh, if maybe if you can explain to me, I might not have to transfer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 2489846.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for part 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's um 357-050-2.
[AGENT][NEUTRAL] So that one did not as a duplicate, see what the first one.
[CUSTOMER][NEUTRAL] Of the the first one was the balance forward statement and we need an itemized bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's like, well, I sent in, I'm looking at the documents that he sent in on OnBase.
[CUSTOMER][NEUTRAL] So he's, he's saying because it's an ambulance service, this is all they have. What can I explain to him that we're looking for like outside of this?
[AGENT][NEUTRAL] Alright, give me one second to pull it up to see what he's in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] For statement it has fully itemized.
[AGENT][NEUTRAL] Now I don't know if they'll give it to him because he's uh because he probably owes a balance, but there's a 1500 form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That they usually that they use, they usually deal with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if, if he can send that in, if he can get that, he can send that in, um, I don't know if he has any other insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it said Medicaid.
[AGENT][NEUTRAL] Yeah, Medicaid, so.
[AGENT][NEUTRAL] Uh yeah. Tell him he we would need the um.
[AGENT][NEUTRAL] There's a form called a 1500 form that's gonna have the, the codes for the ambulance is gonna have the CPT code and the uh the diagnosis code.
[CUSTOMER][NEUTRAL] Cos
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This this information does not have that.
[CUSTOMER][NEUTRAL] I'll explain it to him again. I told him that, but I'll explain it to him again. I just wanted to make sure it wasn't something I was missing cause he was like, well, this is an ambulance, and I'm like, let me just make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they do. We if they deal with us there's that they send that form into us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will let him know thank you.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye you too bye bye.
[AGENT][NEUTRAL] Bye-bye.