AccountId: 011433970860
ContactId: 3c113050-342a-4c16-9a07-ced08a543c55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197339 ms
Total Talk Time (AGENT): 69593 ms
Total Talk Time (CUSTOMER): 102555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3c113050-342a-4c16-9a07-ced08a543c55_20250331T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, this is [PII] with Larsson Chiropractic Center, and I have a billing question today. Um, I have a patient that has a Blue Cross as his primary and the APL also.
[AGENT][NEUTRAL] OK, how
[CUSTOMER][NEUTRAL] Um, what do I do with it? I've never had one of these before. I built the Blue Cross and I've got an EOB back from them. Uh, what do I do now to send it to you?
[AGENT][NEUTRAL] OK. Do you have the patient, uh, policy number with APL?
[CUSTOMER][NEUTRAL] I do, um, 0257.
[CUSTOMER][NEUTRAL] 334 2.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we're, we're a secondary policy, so what we would need is you can either we have an electronic payer ID, our claims mailing address or a fax number you'll submit the claim with the primary explanation of benefits.
[AGENT][NEUTRAL] Um, and then it would potentially pick up any co-pay, deductible or co-insurance under this secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I don't really, I do everything electronically but I don't really know how to do a secondary electronically so.
[CUSTOMER][NEUTRAL] What would be the easiest? Just send the EOB with the secondary claim form.
[AGENT][NEUTRAL] Yeah, that would be fine.
[CUSTOMER][NEUTRAL] And where do I send that? Um, the [PII] City?
[AGENT][NEUTRAL] Uh, you got
[AGENT][NEUTRAL] Yes, the [PII] City address or you can fax it if that's easier.
[CUSTOMER][NEUTRAL] Fax it to the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't see a fax number on here.
[AGENT][NEUTRAL] Not sure if it's, yeah, I don't know if that's on the card. So the fax number, do you have a pen handy?
[CUSTOMER][NEUTRAL] I do mhm.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] The electronic with the blue cross just has his name.
[CUSTOMER][NEUTRAL] And an ID number.
[CUSTOMER][NEUTRAL] But you're probably gonna want me to go online and grab through Blue Cross with the actual.
[CUSTOMER][NEUTRAL] They've got like a claim number with like 15 digits, is that what you need, or can I just send this little one that I get?
[AGENT][NEUTRAL] No, you should be able to send the little one. We don't need the 15 digits.
[CUSTOMER][NEUTRAL] OK, so if I go on the Blue Cross they actually have the whole.
[CUSTOMER][NEUTRAL] Electronic, but as long as I have with the check number, his name and his ID number.
[AGENT][NEUTRAL] Yeah, the main thing we're looking for to just make sure that we see what the primary allowed and paid or how however it processed.
[CUSTOMER][NEUTRAL] That would get
[CUSTOMER][POSITIVE] OK, that would save me some time, so I will do that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.