AccountId: 011433970860
ContactId: e1468a55-3b6f-465f-aab0-e4c1e8827b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216440 ms
Total Talk Time (AGENT): 85501 ms
Total Talk Time (CUSTOMER): 105100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e1468a55-3b6f-465f-aab0-e4c1e8827b9e_20250403T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is, I'm calling regarding my husband [PII].
[CUSTOMER][NEUTRAL] I have the policy number. Do, would you like it?
[AGENT][NEUTRAL] Uh, yeah, I can help with your husband's policy. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02543835.
[AGENT][NEUTRAL] OK, and then can I grab your first name, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what would be the address on file?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The physical address on file.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][POSITIVE] How can I help today, ma'am?
[CUSTOMER][NEUTRAL] Yeah, uh, we have a claim because um we went to, to a specialist on um mm United Health and um
[CUSTOMER][NEUTRAL] We can put the the APL um for the co-payment so I have a claim.
[CUSTOMER][NEUTRAL] With the balance of the 75 of the co-payment, so, and I would like to, I don't know if you can, if I had to give you the claim number and you can pay it, I don't know how this works, but how can we do for you pay the the that that co-payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you can have the provider themselves file the claim on your behalf. The claim can be submitted by yourself. It can be done either online or it can be sent in the mail or via fax. The easiest way is.
[CUSTOMER][NEUTRAL] But, but I had to, but I, sorry, but, but I had to submit the claim to you, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or the doctor does, one of the two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Me or the doctor. OK.
[AGENT][NEUTRAL] Yeah, either you can do it or the easiest way is if the doctor will do it.
[CUSTOMER][NEUTRAL] What is the easy way?
[CUSTOMER][NEUTRAL] Oh, the doctor, uh, so call the doctor and I have to, oh, hey, transfer my claim to IPL.
[AGENT][NEUTRAL] Just let them know that he has a secondary insurance and that they need to build a secondary insurance.
[CUSTOMER][NEUTRAL] No, he don't, at this moment he don't have a secondary insurance. He only has the United Healthcare, or do you say that the transferred to you that you are the secondary.
[AGENT][NEUTRAL] We're the secondary, yes, ma'am. So that's what I'm saying is that they billed United Healthcare because that's his primary insurance, but they probably were not aware that he had us as a secondary. So if you contact them and tell them he has a secondary insurance and who it is, then they can submit the claim on his behalf.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Well, you too. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.