AccountId: 011433970860
ContactId: e46ce17c-467d-4924-a7ad-29e32f050dd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180460 ms
Total Talk Time (AGENT): 60102 ms
Total Talk Time (CUSTOMER): 108584 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e46ce17c-467d-4924-a7ad-29e32f050dd4_20250522T18:21_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]. Um, I'm sitting at urgent care right now, um, and I had a previous representative about a little over an hour ago, um, talked to this urgent care facility, um, about, um, whether I had to pay, um, like an out of pocket fee right now or wait until the claim gets, um, completed. And I was just wondering if you could give them a call to walk them through my insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Uh, OK. The policy number is 02.
[CUSTOMER][NEUTRAL] 567.
[CUSTOMER][NEUTRAL] 164.
[AGENT][NEUTRAL] What is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Date of birth or I'm sorry address and email.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, are they accepting the insurance or they just wanting
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are they just wanting to collect? OK.
[CUSTOMER][NEUTRAL] They are.
[CUSTOMER][NEUTRAL] Yeah, and they're saying I have to pay, um, I guess their fee is $150 and my insurance only covers up to 75, but the representative I spoke to and she also spoke to the urgent care, she said like not to pay anything and wait until the process gets cleaned and then pay whatever is outstanding.
[CUSTOMER][NEUTRAL] Um, you know, on the back end, so I, I don't think the urgent care facility is clear on that. So I was just wondering if you could give them a call.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I mean, we can't advise them whether or not to collect it. Honestly, that's their call. We don't really advise like on your responsibility. I mean, the plan does pay the 75 um towards the visit, you know, if their policy is that they have to collect payment before treatment.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] put in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's that facility's policy. I mean, there's nothing unfortunately we can do about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I guess when it gets billed to you guys I might get like a refunded.
[AGENT][NEUTRAL] Yeah, I mean, if, if you overpay, then they would be responsible for reimbursing you anything that was an overpayment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] Yeah. All right, [PII], anything else?
[CUSTOMER][POSITIVE] OK. Uh, no, that's it. Thank you.
[AGENT][NEUTRAL] OK, um, bye-bye.