AccountId: 011433970860
ContactId: 366799b3-f718-45f2-9271-7be1e089014d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147119 ms
Total Talk Time (AGENT): 55290 ms
Total Talk Time (CUSTOMER): 55252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/366799b3-f718-45f2-9271-7be1e089014d_20250326T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a physician's office regarding a claim.
[CUSTOMER][NEUTRAL] I'm just needing to verify how this insurance works.
[AGENT][NEUTRAL] OK, [PII], I can help you with that verification. Um, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It is 01663332.
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, um, so it's not a guaranteed.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Um, not a guarantee of payment, just a basic outline of the policy. So this is basically a supplemental, it's a supplemental insurance. We work, it works in conjunction with the primary, so it could potentially pick up deductibles, co-pays, and co-insurance that the primary doesn't, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I do have a data service where they did not.
[CUSTOMER][NEUTRAL] Can you just take a look at that?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] I think this is the only patient we have that has this insurance.
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] And the charge amount 200.
[AGENT][NEUTRAL] Uh, it looks like for this policy in particular, it does not cover office visit, the office visit itself.
[CUSTOMER][NEUTRAL] OK. All right. All right. That's what I need to know just to, and so is the, is this billable to the patient then or not?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility since this is a supplemental and secondary policy.
[CUSTOMER][NEUTRAL] OK, alright, that's what I needed to know. Alright, well thank you very much and do you give call reference numbers?
[AGENT][NEUTRAL] Um, you can just use my name, [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you very much and you have a great day, OK?
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Uh huh bye.