AccountId: 011433970860
ContactId: 668f7899-b006-4852-bb18-207c3d505ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131919 ms
Total Talk Time (AGENT): 68874 ms
Total Talk Time (CUSTOMER): 65975 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/668f7899-b006-4852-bb18-207c3d505ef9_20250312T15:04_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I have a patient and um we submitted a claim and I was trying to see he's got this insurance and then he says got Blue Cross and Blue Shield and I'm trying to see truly which one is primary.
[AGENT][NEUTRAL] OK, um, I can get the policy pulled up, but I can tell you we don't offer any primary coverage. Um, it's most likely a secondary medical, but, um, I can get it pulled up. What was your name?
[CUSTOMER][NEUTRAL] Uh, [PII], OK, so your insurance is secondary, not primary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so that's what's wrong with this claim, but we could check to make sure um we.
[AGENT][POSITIVE] OK. Yeah, I can definitely still get it pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, [PII], really quick, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02219654.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Um, let's see here. His name is [PII], and they must call him [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So yes, this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] Let's see and this claim was for him um do you want me to see if we received it?
[CUSTOMER][POSITIVE] OK, cool. That's what I needed.
[CUSTOMER][NEUTRAL] Uh, you, it would have went to y'all primary and it shouldn't, it needs to go to Blue Cross primary, so I need to refile it. So that's why I needed to call. I had a feeling that this was secondary, but I just needed to make sure and do y'all do.
[AGENT][POSITIVE] Oh, I see, I see, no worries.
[AGENT][NEUTRAL] It can be a bit confusing for sure.
[CUSTOMER][NEUTRAL] Yeah, do y'all do um call reference numbers?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial and today's date, um, so my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much. You've helped me tremendously. You have a great day.
[AGENT][POSITIVE] All right, of course, you too, thanks for giving us a call. Bye bye.
[CUSTOMER][POSITIVE] Thanks, bye.