AccountId: 011433970860
ContactId: 66328fb8-f819-447f-81dd-8aa82cfd5909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134550 ms
Total Talk Time (AGENT): 55537 ms
Total Talk Time (CUSTOMER): 77142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/66328fb8-f819-447f-81dd-8aa82cfd5909_20250310T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hey girl. I'm sorry, it's [PII]. I wasn't expecting to hear you.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Can you?
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][NEUTRAL] I'm good. OK. I just have a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the policy number or you want me to just add?
[AGENT][NEUTRAL] Um, the policy number, please. Thank you.
[CUSTOMER][NEUTRAL] OK. You're welcome. It's 1994047.
[AGENT][NEUTRAL] OK, I have that [PII]. OK, yes ma'am.
[CUSTOMER][NEUTRAL] Yes, so it's claim 356.
[CUSTOMER][NEUTRAL] 842 5.
[AGENT][NEUTRAL] OK, so the last claim.
[AGENT][NEUTRAL] OK, yes, I show that I'm sorry, go ahead, sweetheart, sorry, sorry.
[CUSTOMER][NEUTRAL] So, uh, so they're asking about the um code 31231. Even though primary has paid the full benefits, they're saying there was a $50 co-pay, we still pay towards the, the co-pay.
[AGENT][NEUTRAL] OK, one moment please. OK, so that's OTR. So there is a fee for OT there's a benefit for OTR. So give me one second and I'm so sorry. It shows that there was a duplicate. Let me see when the last time there's a duplicate 312 13. I'm just talking to myself. Thanks. OK.
[CUSTOMER][NEUTRAL] It's OK cause I, I was thinking it through too, cause at first I'm like, well no because office visits aren't covered, but she's not asking about 99214, she's asking about the other codes. I was like, hmm, wait a minute, I don't know.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, 31231. It denies a duplicate and it denies a duplicate because it shows that the major medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I gave you the duple, yes, but the reason, OK, so the, the, it was denied because primary paid everything.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So if, so they're asking me if primary pays everything, do they still get the reimbursement for the co-pay, and I don't know. I, I didn't know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] It's good talking to you.
[CUSTOMER][NEUTRAL] That's all I needed.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.