AccountId: 011433970860
ContactId: 68205292-4618-435a-8ea7-75c8d9b47a34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120480 ms
Total Talk Time (AGENT): 52907 ms
Total Talk Time (CUSTOMER): 52806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/68205292-4618-435a-8ea7-75c8d9b47a34_20250204T20:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon, Happy Tuesday. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing great myself. My name is [PII] and I'm calling from Zurology uh provider's office, and I was calling to find out if APO provides a copy of the [PII] or [PII] physician fee schedule.
[AGENT][NEUTRAL] Mhm. Well, first, um, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. [PII], you've actually reached the claims department. That sounds like something um that they may be able to assist you with in the customer service department. And you, what's, what's your question again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A physician
[CUSTOMER][NEUTRAL] If um APL provides a copy of the physician fee schedule or do you guys just go based off the Medicare allowable?
[AGENT][NEUTRAL] Well, actually, we're secondary gap insurance and we go by um each claim. So we go by whomever the um the claimant's primary insurance company is. We go by the fee schedule.
[CUSTOMER][NEUTRAL] OK, so your secondary gap and you go by whoever the primary payer is?
[AGENT][NEUTRAL] Yes, ma'am, on a particular on each claim that we're working on.
[CUSTOMER][POSITIVE] Oh, primary, that is helpful information and that actually answers my question my question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much and what was your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that's it, [PII]. I really do appreciate it.
[AGENT][POSITIVE] Oh, no problem. I thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] All right thank you so much bye bye.
[AGENT][NEUTRAL] Mm bye.