AccountId: 011433970860
ContactId: 41168fde-41d7-4e52-aeb0-edbe82eb52cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203429 ms
Total Talk Time (AGENT): 100965 ms
Total Talk Time (CUSTOMER): 62291 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/41168fde-41d7-4e52-aeb0-edbe82eb52cf_20250409T21:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, and uh I'm calling from Doctor [PII]'s office in regards to.
[CUSTOMER][NEUTRAL] [PII], I would just like to see if you guys cover the primary co-payments.
[AGENT][NEUTRAL] OK, I can take a look at the policy for you. And may I have the members, well, may I have um your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. My name is [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02584275.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And you've already given me the member's name. Can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this is her secondary insurance, so we applied to the co-pay, deductible and co-insurance of covered charges after um her major insurance.
[CUSTOMER][NEUTRAL] Meaning
[AGENT][NEUTRAL] So, let me see who her major is. Hold on one moment.
[CUSTOMER][NEUTRAL] Because she would have a $45 co-payment here, so I wanted to see if you guys would cover that co-payment.
[AGENT][NEUTRAL] So her
[AGENT][NEUTRAL] So her major insurance is United Healthcare. So, so that co-pay, um, of course, she's gonna have to pay it upfront and then the claim would be sent to United Healthcare and then when it's sent to us, we can either reimburse her or pay you all or both, whichever, um.
[AGENT][NEUTRAL] You know, whichever we need to do, but it has to be after UnitedHealthcare.
[CUSTOMER][NEUTRAL] So it has to be after she pays like her portion.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Everything from APL is gonna be on the back end once we receive the claim. So she has to, if there's a co-pay required, she has to satisfy that to get the service and then we'll handle everything on the back end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I see. And uh you said everything was, so is that with the entire company or is that specifically with her policy?
[AGENT][NEUTRAL] That's with the secondary policies.
[CUSTOMER][NEUTRAL] American public life. Like, is it always with backhand?
[AGENT][NEUTRAL] Yes, it will be once the claims are processed or claims are sent in, that's how we process and pay.
[AGENT][NEUTRAL] Which happens after billing.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it. OK, could I just have your name and a reference number for the call, please?
[AGENT][NEUTRAL] Sure, so my name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Um, thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] Alright, have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.