AccountId: 011433970860
ContactId: e1d6956c-81c8-4d90-b942-ceb51f99c951
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215740 ms
Total Talk Time (AGENT): 47560 ms
Total Talk Time (CUSTOMER): 87119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e1d6956c-81c8-4d90-b942-ceb51f99c951_20250409T12:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Doctor [PII]'s office. I have a patient here in the office, um, claiming that you all pick up her copays, uh, and with the APL, and I just wanna confirm that because, um, I, I know normally you all pick up like coinsurance and deductibles, but I've never heard of APL picking up copays.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, it just depends on the type policy we can check that out for you. What's your name and the policy number please?
[CUSTOMER][NEUTRAL] Her name?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] It's [PII] with Doctor [PII] office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It's 02107092 ML and then one of them has a 7 and the other one has an 81 of them says inpatient, the other one says outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. My extension here is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] I'll do it for the patients that you do that.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it's not because everybody else that.
[AGENT][NEUTRAL] So the physician visit fee, which is the co-pay, is not covered, but if there's covered treatment during that visit, the course of the visit, those items can be considered, but not the co-pay.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The, the copay is not covered, but like if we did an ultrasound and, and it applies to a co-insurance, then you would pick that up.
[AGENT][POSITIVE] Correct, co-insurance or deductible. Yes, that is correct.
[CUSTOMER][NEGATIVE] But not cook.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Which is what which is what I tried to explain to her, but she didn't listen. Alright, let me go let them know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][POSITIVE] Thank you. That's it. Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome and thanks for calling APL Jeannette. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.