AccountId: 011433970860
ContactId: b9c6f1f0-83ab-4005-b8f0-7d8e425a7523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107169 ms
Total Talk Time (AGENT): 42360 ms
Total Talk Time (CUSTOMER): 62536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/b9c6f1f0-83ab-4005-b8f0-7d8e425a7523_20250124T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. I just have one quick question. Um, do we need to be contracted with the with you guys as a gap insurance to send the claim, or if you, if you guys have out of network, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, well, first, I'll need your name and a good callback number so I can pull up the information.
[CUSTOMER][NEUTRAL] Processes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, so my name is [PII]. The callback number is [PII]. We have a patient coming in next week, um, and I just wanted to be sure that we can actually, um, send you this claim, you know.
[AGENT][NEUTRAL] OK, sure, [PII]. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course, 01530968 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. And yeah, under this policy, um, there is no network. Since we're secondary insurance, we go by the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if the primary carrier doesn't cover charge, then we don't cover it either.
[CUSTOMER][POSITIVE] Perfect, so.
[CUSTOMER][POSITIVE] Got it, perfect. That's what I wanted to know because I had called, uh, I think yesterday and I just forgot to ask, but thank you so much and you said your name was [PII], correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.