AccountId: 011433970860
ContactId: 50f37cbe-e462-441e-a27f-7d13cdca9f2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144460 ms
Total Talk Time (AGENT): 48959 ms
Total Talk Time (CUSTOMER): 87793 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/50f37cbe-e462-441e-a27f-7d13cdca9f2a_20250401T18:20_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] and I'm calling with the provider's office and I have a question for you about this patient's gap coverage.
[AGENT][POSITIVE] OK, I'm happy. Yeah, absolutely. [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] With you guys.
[CUSTOMER][NEUTRAL] So, um, let me get there here let me see, I had it pulled up and then it went away right so it looks like it's 02566492.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So the patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then, what sort of questions or concerns do you have today?
[CUSTOMER][NEUTRAL] OK, so she has her primary uh insurance that it's her employer and then she has you guys and I'm guessing it's a medical gap insurance, is that what you guys are? OK, so then she also, she, OK, alright, so you're her secondary but then she also has coverage through her spouse's plan, so my, my question is what order do you guys go to? Do you have to follow the primary plan so you would be secondary or do you always go last?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We we're secondary.
[AGENT][NEUTRAL] Um, yeah, we're always only gonna pay if the primary pays so we're always gonna be secondary like if their primary doesn't cover anything, then we're not gonna cover anything.
[CUSTOMER][NEUTRAL] OK, but the order of that I need to send my claims to would be her primary and then you guys and then her secondary which through her spouse.
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] OK, OK, that's what I needed to know if you guys wanted to go after the spouse's coverage or if you're after her primary coverage because I was, I wasn't sure because yeah OK so you go with her primary, OK, so you're secondary alright sir well that's what I needed to know if I could just get a reference for our call please.
[AGENT][MIXED] Gotcha, gotcha. No worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial in today's date. My name is [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Awesome all right thank you so much sir have a good day thank you bye bye.
[AGENT][POSITIVE] You too, [PII] take care.
[AGENT][NEUTRAL] Bye bye