AccountId: 011433970860
ContactId: 6e1951e5-b2dc-4da2-a2bc-e01cd2b746fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78569 ms
Total Talk Time (AGENT): 36850 ms
Total Talk Time (CUSTOMER): 43958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6e1951e5-b2dc-4da2-a2bc-e01cd2b746fb_20250421T16:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I just have a quick question. Um, so it's a cancer policy. The insured is asking me if her primary pays everything and they and she files with us. Does that get denied or does she still get paid out from her benefits with us for wellness?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this in regards to if she filed the claim or the provider, yeah, she'll be reimbursed still.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, this is just for me cause, cause, uh, cause sometimes I get tripped out on it. So is it because it's a cancer policy versus like Medlik when we're second, we'll deny it as the primary, right?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Well, if the primary, if the provider files a claim and there's a patient responsibility applies for their deductible copay, co-insurance and they have assignment of benefits, we would still pay those benefits to that provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, we get a claim in where it's been paid already.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it will be paid to the insured.
[CUSTOMER][POSITIVE] Yeah, sure. OK, thank you.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][POSITIVE] That's all I needed. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.