AccountId: 011433970860
ContactId: 8921ee4f-4341-4cda-8043-268d5d9acaab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228000 ms
Total Talk Time (AGENT): 68679 ms
Total Talk Time (CUSTOMER): 125241 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8921ee4f-4341-4cda-8043-268d5d9acaab_20250507T15:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Good morning. Um, I'm active. I'm fine, thank you. I am at the office, my dermatologist, she did a procedure and, uh, she say, um, I have like a co-payment of $80 through my insurance, so they have, they say that I have to pay here. They say they don't send to the gap. So how, how should I proceed?
[AGENT][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, sure, the group number or the group number?
[AGENT][NEUTRAL] Inpatient outpatient certificate number?
[CUSTOMER][NEUTRAL] Oh sorry. It's uh 02606942 ML 7.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That's not the one we have on file.
[CUSTOMER][NEUTRAL] Oh, you have the, maybe the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, sorry, it's [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And you're wanting to know how to file a claim?
[CUSTOMER][NEUTRAL] No, I'm real. I'm here right here on the doctor's office. She did a procedure. Uh, it's a dermatologist, so I already paid my co-payment and, uh, because of the procedure they say that I have to pay 8080 something, and I say that I have the gap, so they say that I have to pay here and they later on I have to send the the receipt for you guys.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know if it works like that because we we are new in the gap so.
[AGENT][NEUTRAL] Yes ma'am, if they don't file it for you, you can file it yourself. We need a itemized bill that has procedure codes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Diagnosis codes.
[CUSTOMER][NEUTRAL] You need what? I'm sorry. I'm sorry. The, the call is cutting. I'm sorry, can you repeat? I'm sorry.
[AGENT][NEUTRAL] Itemized bill.
[AGENT][NEUTRAL] With procedure codes?
[AGENT][NEUTRAL] Diagnosis codes and the charges.
[AGENT][NEUTRAL] Along with your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] And then later on I send everything for you guys.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I have to pay here today and then I send to you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Oh, thank you, Ms. [PII] for calling APL. You have a good day. You too. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day. You too, bye bye. Bye.