AccountId: 011433970860
ContactId: 8b268249-fde7-4278-972b-da944417903a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80959 ms
Total Talk Time (AGENT): 13570 ms
Total Talk Time (CUSTOMER): 49348 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/8b268249-fde7-4278-972b-da944417903a_20250508T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII], and I just was uh talking to a hospital trying to figure out my out of pocket expenses, and they had mentioned that they could only run my primary and to call you to get a code to you to determine what my
[CUSTOMER][NEUTRAL] Possible expenses would be um after the secondary picks it up.
[AGENT][NEUTRAL] OK, so I'm sorry, uh, just so that I understand correctly, um, they, they're saying that they're not going to be taking your secondary medical, is that right?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, but they basically they're trying to quote me in advance and I gave them pro uh procedure code. They told me what the, the bill would be after the primary insurance processes, but then they can't quote in their system for the secondary. They said I could call and give you the code and hopefully you can tell me what my, you know, estimate might be. I know nobody's gonna be exact till it actually happens, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, just trying to figure out if you're gonna cover it.
[CUSTOMER][NEUTRAL] Did I lose you.
[CUSTOMER][NEUTRAL] Hello.