AccountId: 011433970860
ContactId: c49e31df-d6e8-4f94-9a35-d021c879f27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230800 ms
Total Talk Time (AGENT): 85191 ms
Total Talk Time (CUSTOMER): 82736 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c49e31df-d6e8-4f94-9a35-d021c879f27e_20250326T15:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII], and I'm calling because um my wife went to urgent care and um she had incurred a charge.
[CUSTOMER][NEUTRAL] Um, they said, because the thing of the nature was they said like the insurance wasn't accepted at urgent care.
[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, hold on one second.
[CUSTOMER][NEUTRAL] Uh, let's see, it is 259.
[CUSTOMER][NEUTRAL] 8202.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number? Oh, you already got the phone number.
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And did you have a question on how to file a claim, or?
[CUSTOMER][POSITIVE] Yes, how to file a claim and everything for us like send it in to get reimbursement.
[AGENT][NEUTRAL] OK. We would need a copy of the bill that has a procedure code, diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the charges on it.
[AGENT][NEUTRAL] We cannot accept re receipts or anything like that.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Oh, you just need the one that has all the codes on it from the doctor with the actual.
[AGENT][NEUTRAL] Right. Make sure it has the diagnosis, the charges.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] Diagnosis
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, no problem, and quick question, um, do you all have a, a, a listing or something I called like to get like doctors where your insurance is accepted?
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] We do not have the list, but let me see who those providers are through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can give you the phone number or you can go to their website. Our providers list goes through multi plan.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Multiplayer.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK, I'll call.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] or you can go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll take a look at that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And all
[CUSTOMER][NEUTRAL] No, that was all I would have to do is take that document I can upload it online on my website and then just go from there.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, that's about it.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APA. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.