AccountId: 011433970860
ContactId: 75172490-2d22-43f0-8367-66b2340b2f1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207100 ms
Total Talk Time (AGENT): 77326 ms
Total Talk Time (CUSTOMER): 60097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/75172490-2d22-43f0-8367-66b2340b2f1a_20250523T12:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII] calling from Prima Health. I am calling to check some information about your claim.
[AGENT][POSITIVE] OK, I'm happy to help with the claim. Do we have the policy number?
[CUSTOMER][NEUTRAL] Policy number I have it is 01780630.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And then if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and then do we have a data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then a build out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] $594.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service. I can give you the claims mailing address and payer ID and fax if you need it.
[CUSTOMER][NEUTRAL] Yes, what's the mailing address?
[AGENT][NEUTRAL] [PII]'s mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Sorry, can you repeat the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me see if it was sent there.
[CUSTOMER][NEUTRAL] OK. And are you guys primary by chance? Do you know?
[AGENT][NEUTRAL] No, we're the secondary. We do not have the information for the primary. That would be something you would have to contact the insured on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, cause it looks like this claim was filed as primary.
[AGENT][NEUTRAL] OK, no, this is a gap policy, like a secondary insurance. We're not their major medical.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So the address is [PII].
[CUSTOMER][NEUTRAL] PO Box 248,950
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So you guys are a gap policy. Do you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. That's my name with my last initial and today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] And then my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.