AccountId: 011433970860
ContactId: e92ec4c1-46c1-462b-826f-18ba8c91b9ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75120 ms
Total Talk Time (AGENT): 20468 ms
Total Talk Time (CUSTOMER): 47956 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/e92ec4c1-46c1-462b-826f-18ba8c91b9ef_20250507T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] from Pediatric cardiology at Washington University. We have a patient with um this APL insurance is coming to see us. I have in my records that we are a non-contracted provider.
[CUSTOMER][NEUTRAL] Do do your plans require pre-cert?
[AGENT][NEUTRAL] They do not. No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that's all I needed to know.
[AGENT][NEUTRAL] OK, there is anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I guess,
[CUSTOMER][NEUTRAL] Well, one more question because I'm not sure about this either and then I'll go away and leave you alone so they have primary coverage which I don't know what it is but then they have APL secondary um according to our records and then they have Medicaid so you would be billed before Medicaid, correct?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] You're OK
[AGENT][NEUTRAL] Yes, that is correct. Um, this, uh, secondary medical, um, pays only after major medical pays. We just need that primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right good deal thanks so much.
[AGENT][POSITIVE] Alright, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.