AccountId: 011433970860
ContactId: d1d82964-2b06-4bdf-babe-3fd9d00577c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368649 ms
Total Talk Time (AGENT): 195121 ms
Total Talk Time (CUSTOMER): 170502 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d1d82964-2b06-4bdf-babe-3fd9d00577c3_20250109T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I need to check on a, um, I got a statement.
[CUSTOMER][NEUTRAL] Or bill, um, and it shouldn't be. So, um, this is my secondary insurance, and they told me to check with you folks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure what you need first.
[AGENT][NEUTRAL] OK, I just wanna make sure that I understand correctly um you did receive a statement um are you needing to file the claim with us, is that right?
[CUSTOMER][NEUTRAL] No, I'm sorry. I had to have a TB test done to work in in school. Had the test done at CVS free of charge. Um, my insurance took care of it, and then to read the test, they charged me 1850 and my regular insurance, Blue Cross Blue Shield, that shouldn't be right. So they said maybe we were waiting on ATL. So they said to give you guys a call and see what your thoughts were. So I'm not sure how you want to look into this.
[AGENT][POSITIVE] Interesting. OK.
[AGENT][NEUTRAL] OK, uh, yeah, I'm just trying to make sure I understand so they you did present this information when you could pick the test, so we just need to make sure that that claim was filed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got you. OK, um, all right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And I got a bill from Minute Clinic. I just went to CVS and I got a bill twice online from Minute Clinic, which is CVS, and it, it shouldn't be charged at all, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, yeah, we'll take a look and make sure that we received that claim. No worries, of course. OK, I just wanted to make sure we're on the same page. Um, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] That's my story.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and, uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do, um,
[CUSTOMER][NEUTRAL] 02545425
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, [PII] I'm just gonna verify some information really quick. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] 8404. Are you checking or writing? I'll go slow for your writing.
[AGENT][NEUTRAL] Oh no you're fine. I'm checking. I just wanna make sure that what we have is correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Um, that was sweet of you, by the way. That's, that was very considerate of you. Most of the time when people do that, I'm like, oh, if I did have to write it down.
[CUSTOMER][NEGATIVE] Well, cause I always have to, I always have to sell it and so forth, yeah, it's a hot mess.
[AGENT][NEUTRAL] No, I appreciate it. Um, last thing I need is the email address that we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes, that is it.
[AGENT][NEUTRAL] Could you verify that we have the correct one?
[CUSTOMER][NEUTRAL] 00, I'm sorry. Yup, that's it. [PII].
[AGENT][NEUTRAL] No, you're OK.
[AGENT][NEUTRAL] I'm like that too if they're like it's a Gmail and I'm like, OK, yeah that's a good one like, well what is it? I'm like, oh right.
[CUSTOMER][NEUTRAL] Yeah, I think it was just like, is it, yeah. Anyway.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. Let's take a look here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I've got one.
[AGENT][NEGATIVE] This says Foothills ENT Inc so I guess maybe that's not right.
[CUSTOMER][NEUTRAL] No, no, no, no, no. That's, that's coming. I know I'm gonna have a charge for that. No, so it was to visit the CVS minute clinic to get a TB test so I could work in the school. Um, and it's always free of charge. So, um, the first one was paid for. Um, I don't have the explanation of in front of me. And then when I went back to read the test, just look at my arm, they charged 1850, which shouldn't be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, absolutely not. OK, so I don't show that we have anything from them. The only claims we have on file for you, [PII], are from, uh, Foothills ENT. Um, when was, when did you get this test? When was that kind of sort of.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh good grief. I wish I had a paper, um.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] I don't know. Uh.
[AGENT][NEUTRAL] Somewhat recent, was it recently?
[CUSTOMER][NEUTRAL] Yeah, it was like a month ago.
[AGENT][NEUTRAL] OK, OK, perfect. I just wanted to make sure um since the policy's effective date was uh [PII], so, um, I, if I were I would perfect OK I would reach out to CBS, um, and ensure that they have this correct policy information if they have any questions they're more than welcome to give us a call. We do talk to providers all the time um you could.
[CUSTOMER][NEUTRAL] Oh yeah, it was after that. It was like a couple weeks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give them this phone number if you know they're like whatever um if for some reason uh they won't take it because I'm not quite sure how they operate some providers really don't like messing with secondary or gap anything period um so if they are giving you some push back you could still file the claim yourself so but I obviously I would see if they would for.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it's so weird, they took it the first time.
[AGENT][NEUTRAL] Well that's what I'm thinking maybe they just forgot or something, so I, I would definitely bring it to their attention because that's, you know, you could, but it'd be so much easier on you if you didn't have to if they would just do it for you.
[CUSTOMER][NEUTRAL] You know, they took it as something.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] Excuse me, I shouldn't go back to my primary insurance and check again. Should I? Blue Cross Blue Shield?
[CUSTOMER][NEUTRAL] They start there or they start with CBSin clinic?
[AGENT][NEUTRAL] First I would honestly if it was me I would start with the minute clinic just to make sure that that information is accurate and make sure that they have this uh policy and information um if they're saying yes then you know you could kind of move down um but we haven't received anything from them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK. And that is what's the problem. All right. Well, thank you for your help. I appreciate it. Have a good day.
[AGENT][NEUTRAL] So I would start there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, yeah, did you have any other questions for me?
[CUSTOMER][POSITIVE] Nope, that's all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][POSITIVE] Thank you bye bye.