AccountId: 011433970860
ContactId: 5e606784-7699-4d11-be04-0e7cbd2d8583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170800 ms
Total Talk Time (AGENT): 66269 ms
Total Talk Time (CUSTOMER): 76019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/5e606784-7699-4d11-be04-0e7cbd2d8583_20250523T16:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I am calling to see if my doctor submitted a, uh, reimbursement for an EEG.
[AGENT][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] I would have been on
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Claims, uh, what's your policy number first?
[CUSTOMER][NEUTRAL] Uh, for outpatient, I'm yeah, for outpatient it's 01973191 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII]. Email address is [PII].
[AGENT][POSITIVE] Awesome, thank you so much and um you say you're calling to check because we received a claim from the provider for uh EEG?
[CUSTOMER][NEUTRAL] Yeah, to see if they submitted it, it would have been on [PII] or [PII].
[AGENT][NEUTRAL] [PII] or [PII]. OK, let's see, give me one moment.
[AGENT][NEUTRAL] This year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, no, sir, I don't show we received that claim.
[CUSTOMER][NEUTRAL] OK, do you, do you know about how long it normally takes the doctor's office to submit it? Maybe I'm calling too soon.
[AGENT][NEUTRAL] Not really, because, um, since your policy with us is secondary, they have to follow with your primary insurance first. And once they receive that EOB, then they would send it to us, so we wouldn't really know the time in which they should send the claims, but I would say to contact them to verify if they submit the claim to our office or if the primary has processed it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Uh, yes, sir. Uh, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, no, I mean, I mean, you wouldn't really know until you got it what was covered, right? You would because it was, uh, it was through Florida Blue and my share was $200 and they were submitting the $200 to you.
[CUSTOMER][NEUTRAL] So that's what.
[CUSTOMER][NEUTRAL] But you wouldn't know what was covered until you got it correct?
[AGENT][NEUTRAL] Uh, correct, yes, sir.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.