AccountId: 011433970860
ContactId: 6e748e10-15de-465e-81b6-69c084ad9e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173479 ms
Total Talk Time (AGENT): 65379 ms
Total Talk Time (CUSTOMER): 91649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6e748e10-15de-465e-81b6-69c084ad9e4c_20250613T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name's [PII]. I'm calling from Saint Joseph Heritage Cardiology. I just talked to somebody else over there like literally 30 seconds ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know I have a patient who has your APL insurance as a supplement secondary and she had a test done in April. She never provided us with the secondary are you guys?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gonna consider a retro or because it doesn't need an approval I just found that out but.
[CUSTOMER][NEUTRAL] How do we go about trying to get the balance covered?
[CUSTOMER][NEUTRAL] Or can we?
[AGENT][NEUTRAL] Let me take a
[AGENT][NEUTRAL] You possibly, uh, well, let me take a look at the policy and then I'll know more. Um, [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna try to hurry up and do this because I have to send a message back to the the physician who just sent me a message on this so um I don't know if it's his daughter, if it's could be his daughter could be I don't know, a relative, I don't know so anyways, [PII] and [PII] 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] And a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gotta get out of the screen I'm in now 122.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so hold on one moment.
[AGENT][NEUTRAL] So depending on the
[CUSTOMER][NEUTRAL] She had an outpatient.
[CUSTOMER][NEUTRAL] Test
[AGENT][NEUTRAL] Depending on the dates of service, um, the policy was, hold on. Yeah, the policy is still active. Um, it's been effective since [PII].
[AGENT][NEGATIVE] So there's no timely.
[CUSTOMER][NEUTRAL] Right. Her chest though.
[CUSTOMER][NEUTRAL] Well yeah, but the test has already been done. The test was done in April. We're now in June.
[AGENT][NEUTRAL] Right, so what I was gonna say is there's no timely filing. So as long as the policy was active on the data service with APL, you can file the claim at any time. So yes, you can file the claim still.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Good enough. Good to know. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that'll do thank you bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for