AccountId: 011433970860
ContactId: 4bc0a3c2-63f7-4ce3-a163-0765a0dff5b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303940 ms
Total Talk Time (AGENT): 86546 ms
Total Talk Time (CUSTOMER): 115129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4bc0a3c2-63f7-4ce3-a163-0765a0dff5b1_20250529T19:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office Exact Sciences Laboratories to check up on the claim status. May I have your name again? How do you spell it?
[AGENT][NEUTRAL] Sure. [PII], last initial [PII] and your name is again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02007916
[AGENT][NEUTRAL] Thank you and see, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status for this patient, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] total bill amount $681.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The balance after the primary?
[CUSTOMER][NEUTRAL] Are you not the primary insurance?
[AGENT][NEUTRAL] No, sir, this is secondary and also I don't show we received that claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So as for you, you are the secondary insurance, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, give me one moment here let me see.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, one moment here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I know who, who is the primary insurance?
[AGENT][NEUTRAL] Uh, you have to contact the patient cause this policy they have with us is a secondary supplemental policy.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And may I know when was the last CO be updated?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well, it's always been secondary.
[CUSTOMER][NEUTRAL] Always been secondary.
[AGENT][NEUTRAL] Correct, it hadn't changed.
[CUSTOMER][NEUTRAL] OK, uh, may I have your
[CUSTOMER][NEUTRAL] May I have your call reference number for this number?
[AGENT][NEUTRAL] If you like, you may use my name in today's date.
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Conor?
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yes. May I know is any another insurance on file?
[AGENT][NEUTRAL] You have to contact the patient to verify who their primary is. This is a secondary supplemental policy.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, kick, I have uh one another member, one last number.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK go ahead
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what is next policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 02567606 ML 8.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Patient named [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, data service and amount of the charge.
[CUSTOMER][NEUTRAL] Date of service was [PII] total bill amount $681.
[AGENT][NEUTRAL] OK and the name of this provider's office?
[CUSTOMER][NEUTRAL] Exact Sciences Laboratory same.
[AGENT][NEUTRAL] OK, that claim process is needing primary EOB.
[CUSTOMER][NEUTRAL] So you are the secondary again, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.