AccountId: 011433970860
ContactId: 748dd45b-6ccd-4f2a-a5d3-206af014bc76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271230 ms
Total Talk Time (AGENT): 122772 ms
Total Talk Time (CUSTOMER): 95699 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/748dd45b-6ccd-4f2a-a5d3-206af014bc76_20250129T15:05_UTC.wav
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[CUSTOMER][NEUTRAL] R&B.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. My, uh, policy number is 02. Yes, hello, can you hear me?
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, I can.
[CUSTOMER][POSITIVE] Great. Um, I'm calling with regard to policy number 025.
[CUSTOMER][NEUTRAL] 73,210
[AGENT][NEUTRAL] OK, and what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for verifying your policy for me. How can I help you today?
[CUSTOMER][NEUTRAL] I need to find out if getting a cortisone, um, spinal injection um is covered and does the doctor put in the claim or do I have to?
[AGENT][NEUTRAL] OK, alright, so, um, and this is just to verify your coverage. It's not a guarantee of payment. Your policy is a supplemental policy that is built secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] Um, so if you go inpatient.
[CUSTOMER][POSITIVE] Correct. And so what I need to.
[CUSTOMER][NEUTRAL] So what I need to know is, is that when I have the injection, and they ask for the 20% co-pay, co-insurance, deductible, whatever it is, how does that get paid?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that can be done either by the, the facility. They can file the claim for you. I can give you a payer ID number so they can help you and file it electronically or if you wanted to file the claim yourself you can do it that way also.
[CUSTOMER][NEUTRAL] OK, hold on, let me write down this information just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you're from [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] My mother lives there.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][POSITIVE] That's a nice place to live.
[AGENT][NEUTRAL] My sister, yeah, my sister works at um Handonstone in [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and it's you need you're gonna give me a payer ID number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or pa
[CUSTOMER][NEUTRAL] And what does that do for the doctor's facility?
[AGENT][NEUTRAL] That is their their code that they can use if they want to file your claim electronically for you they can use that payer ID number which connects them to us electronically so that um they can file the claim.
[CUSTOMER][NEUTRAL] OK, and what's the number?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all they have to do?
[AGENT][NEUTRAL] Yes ma'am, they can just um file the claim electronically with us after the service is done, uh, your primary insurance will need to, you know, pay their part first and then they file with us second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a good day, Ms. [PII]. It was nice talking with you.
[CUSTOMER][NEUTRAL] At least
[CUSTOMER][POSITIVE] You too. Have a good day. Bye-bye.
[AGENT][POSITIVE] All right. You take care. Bye-bye.