AccountId: 011433970860
ContactId: a29d378b-3f8a-422e-9f26-37915fd2270b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129490 ms
Total Talk Time (AGENT): 52433 ms
Total Talk Time (CUSTOMER): 73760 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a29d378b-3f8a-422e-9f26-37915fd2270b_20250421T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, my name is [PII]. I'm calling from Bloomington Internal Medicine, and, um, my staff just talked to a [PII] regarding, um, a patient, I believe a Vernon Yoder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you trying to get a hold of [PII]?
[CUSTOMER][POSITIVE] Um, yeah, if you can, if I can speak with her, that'd be great.
[CUSTOMER][NEUTRAL] If not, um, I just need to find out is this just like a some kind of a like a reimbursement type thing or it's not like a regular medical insurance, right?
[AGENT][NEUTRAL] Um, so we're just second, depending on their policy, we're a secondary insurance to their major medical. Mhm.
[CUSTOMER][NEUTRAL] You're a secondary insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So we could typically
[CUSTOMER][NEUTRAL] So you're never a primary.
[AGENT][NEUTRAL] No, ma'am. So we could typically cover the cost, um, that major medical doesn't cover depending on their policy, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that makes sense, OK.
[AGENT][NEUTRAL] Is that all you needed to know?
[CUSTOMER][NEUTRAL] Uh, yeah, pretty much. I, because the patient's there and he's telling us that he's covered under it and they're paying all of it, but if you're only a secondary insurance, he's gotta have a primary of some sort.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Yeah, um, is this, this is a, you said you're from a hospital?
[CUSTOMER][NEUTRAL] Uh, um, internal medicine office.
[AGENT][NEUTRAL] Oh, OK. OK. I was just making sure this wasn't dental. OK.
[CUSTOMER][NEUTRAL] Medical
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, it, it's not mental or anything like that. It's just, well, doctor's office, but it's internal medicine.
[AGENT][NEUTRAL] Yeah, so typically, um, a patient would give you their major medical card and then they would also give you our card as just like a backup, but.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Right, right. OK. Alrighty, I appreciate your help.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] Yeah, of course, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] It thanks bye bye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright bye.