AccountId: 011433970860
ContactId: 3f26e4f9-72ee-415a-afc2-1577c8e4f450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135619 ms
Total Talk Time (AGENT): 53628 ms
Total Talk Time (CUSTOMER): 62334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3f26e4f9-72ee-415a-afc2-1577c8e4f450_20250508T18:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Um, this is [PII] So [PII], and I just have a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to file, yeah, to, to file a claim, what is it that that I need to ask the doctor for? What's, what's the name of the document?
[AGENT][NEUTRAL] I would need to know what type do you know what type of policy or claim you're filing?
[CUSTOMER][NEUTRAL] Hm, this is for, for a visit to the, to the specialist. And so I paid $60 as a co-payment, and that's what I'm trying to file a claim for.
[AGENT][NEUTRAL] OK, so we're your secondary insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So you need an itemized bill from your doctor?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you need the explanation of benefits from your primary insurance showing what they paid for that day, and then what was paid out of pocket for you.
[CUSTOMER][NEUTRAL] OK, well, the, the, the receipt that they gave me, is that good enough as proof that I made the, the, the payment?
[AGENT][NEUTRAL] They'll still ask for the explanation of benefits from your primary, so, um, I would go ahead and still get that because it will be asked for.
[CUSTOMER][NEUTRAL] OK. So, is the itemized bill the
[CUSTOMER][NEUTRAL] Excuse me, EOB.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh proof of payment.
[AGENT][NEUTRAL] Yep, and that would be, that would be all you need for a secondary claim along with the claim form, yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, excellent. It it's OK to do it online, right?
[AGENT][POSITIVE] Yes, absolutely. You can do it online, you can fax it or put it in the mail, but most people do it online because it is easier.
[CUSTOMER][POSITIVE] Yeah, yeah, a lot easier.
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][POSITIVE] OK, dear. Thank you so much for your, for your help and you have a wonderful day.
[AGENT][POSITIVE] You as well, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.