AccountId: 011433970860
ContactId: 2d73a262-a77c-4789-a467-992f5035a2ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254509 ms
Total Talk Time (AGENT): 66283 ms
Total Talk Time (CUSTOMER): 133467 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2d73a262-a77c-4789-a467-992f5035a2ca_20250402T16:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How you doing?
[AGENT][POSITIVE] Oh, I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking this got back from her cruise.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Ready to go on another one, aren't you? I have an insured on the line regarding a claim. We paid the copay, but she's stating that it is for an urgent care. Can you review that claim with her?
[AGENT][NEUTRAL] I am, I am.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It's 250-1804.
[CUSTOMER][NEUTRAL] And it's on participant 3 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have [PII] on the line. She's the spouse or the mom.
[AGENT][NEUTRAL] And what uh what's that claim number or the data service?
[CUSTOMER][NEUTRAL] The claim number is 357-0706.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the only claim we have on file for [PII].
[AGENT][POSITIVE] Alright, thank you. Give me one second to pull it right up.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It's got a place of service 20 on there.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sure does.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We had just reprocess it but you can send it on send her on over.
[CUSTOMER][NEUTRAL] Alright, well, if you'll hold just one moment, let me get this you want her callback number just in case.
[AGENT][NEUTRAL] Uh, yes, go ahead and give it to me.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, if you hold just one moment. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] You too thanks
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] in our claims department. She's reviewing that claim and will assist you further, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Bye thanks.
[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. OK, so.
[CUSTOMER][NEUTRAL] I received a bill right from [PII]'s Children for $25.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I know that they have on file both my primary insurance and you guys as my secondary, so I thought it was strange that I received this bill because I don't ever receive a bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is giving a doctor in the back, right, in specific.
[CUSTOMER][NEUTRAL] That I was actually telling the other representative, I swear to you I never even saw this doctor, but do I take my daughter to the Nicholas Children Urgent Care in [PII] Lakes often? Yes, I do.
[CUSTOMER][NEUTRAL] But anyways, so apparently my primary insurance did go ahead and pay their portion, right? So I wanna know.
[CUSTOMER][NEGATIVE] Why am I receiving this $25 bill?
[AGENT][NEUTRAL] OK, uh, it looks like they paid it as an office visit instead of an urgent care visit and so I do see that uh it should have been processed a different way so what we can do is go ahead and um reprocess the claim and uh send out the additional payment on this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and we can get that taken care of today for you.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, was there anything else that I can help you with on today?
[CUSTOMER][NEUTRAL] No. Is there anything else I need to do?
[AGENT][NEUTRAL] Uh, no, ma'am, not at this time.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, Miss [PII], thanks for calling APL, and you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you. You as well.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] That's