AccountId: 011433970860
ContactId: dcb78205-c663-4ba9-a77d-0eefdf433538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136410 ms
Total Talk Time (AGENT): 54239 ms
Total Talk Time (CUSTOMER): 54861 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/dcb78205-c663-4ba9-a77d-0eefdf433538_20250625T18:29_UTC.wav
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[CUSTOMER][NEUTRAL] I have to confront
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm reaching out from Smart Data. We're a clearing house. I was calling to find out some information about secondary claims.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy?
[CUSTOMER][NEUTRAL] So I don't have any of that information like I said I'm calling from a clearing house. I'm trying to see if you guys accept secondary claims or not.
[CUSTOMER][NEUTRAL] It's not for a specific patient or does it have to be for a specific patient?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you now.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, Ms. [PII], are you there? OK, so yes, um, our [PII], yes, ma'am, our insurance is based on the coverage that each insured has, um, we do have a gap insurance and if the insured is covered under the gap insurance, then that would be their secondary claim.
[CUSTOMER][NEUTRAL] It's, it's [PII]. I'm here. Can you hear me?
[CUSTOMER][NEUTRAL] OK, so it's member specific if they accept secondary claims or not.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and just confirm your payer ID. I have 80 I'm sorry.
[AGENT][NEUTRAL] Correct, depending on the type of policy.
[CUSTOMER][NEUTRAL] OK, um, your payer ID I have 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEGATIVE] That is all for today, unfortunately.
[AGENT][POSITIVE] OK. All right. Well, you have a wonderful rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem. Have a good day. Bye-bye.