AccountId: 011433970860
ContactId: 844660e4-c55e-4ae1-9e3c-57219932013a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159800 ms
Total Talk Time (AGENT): 39793 ms
Total Talk Time (CUSTOMER): 96698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/844660e4-c55e-4ae1-9e3c-57219932013a_20250324T18:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hi [PII] my name is [PII]. I'm calling with um UW Medical Foundation, and I'm following up on a claim we've submitted twice, but we don't have a response, so I'm trying to see what's going on with it here.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, that is 02501800.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm not sure we have any claims on file.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] For him.
[CUSTOMER][NEUTRAL] So is this a gap coverage because I also have Blue Cross Blue Shield of Illinois as a secondary um does this get billed before them? are you guys showing that this is primary or secondary coverage?
[AGENT][NEUTRAL] We're secondary. We're the gap to his Blue Cross, so we will go to Blue Cross first.
[CUSTOMER][NEUTRAL] OK, so, alright, so that was my first question there once I heard the IVR I was like there's this can't be primary, um, but then secondly we've, so can I confirm the claims mailing address that we've sent it to? Maybe we're sending it to the wrong place, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right, well, solved two issues there. Um, OK, I will go ahead and we will fix this on our end and uh send it back out after Blue Cross Blue Shield. I appreciate your time. Do you have a reference number for the call?
[AGENT][NEUTRAL] Reference would just be my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Nope, that's all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.