AccountId: 011433970860
ContactId: f1a27119-c635-4e15-8e54-fac9d334a3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145259 ms
Total Talk Time (AGENT): 41380 ms
Total Talk Time (CUSTOMER): 107059 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f1a27119-c635-4e15-8e54-fac9d334a3a7_20250529T20:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Memorial MRI and Diagnostic, and I'm basically calling because we had a, uh, patient call to see if um we accepted their insurance, and I'm not really familiar with y'all, um, but I was able to kind of look up and I do have a payer ID, but I'm wanting to know if I give you my NPI if you can tell me if we're contracted with y'all.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again? You said [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, do you have the policy numbers in regards to?
[CUSTOMER][NEUTRAL] No, no, no, no, no, I didn't get any of her personal information because I don't know if we even um you know are contracted with y'all.
[AGENT][NEUTRAL] Well, with our company, OK.
[CUSTOMER][NEUTRAL] Because the way I looked it up, it said you're a supplemental insurance and so.
[AGENT][NEUTRAL] Right. Uh, we're a supplemental insurance company and so we don't have a network. Our policies are open.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, got you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So how does that work? If you're a supplemental, uh, what are, what are they, what is it supplemental to?
[AGENT][NEUTRAL] Uh, typically supplement to their major medical depending on the type of policy.
[CUSTOMER][NEUTRAL] OK, OK, because she's saying they don't have any other insurance and I'm like well that's odd but I don't, I don't know because y'all, I mean I'm on your site we're looking at it and everything and um.
[CUSTOMER][NEUTRAL] It's just, it just keeps, you know, ringing out supplemental um.
[AGENT][NEUTRAL] Yeah, it's just we're not like a major medical like Blue Cross or Aetna or.
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][POSITIVE] Sure, yeah, yeah. Yeah, I got you. Yeah.
[AGENT][NEUTRAL] Any other major, right.
[CUSTOMER][NEUTRAL] Right, right, and um the payer ID I have is 60801, and the only reason I have that is because we have used you as a secondary to somebody else's insurance, you know, but um I just wanted to clarify because this patient kept saying no this is their insurance, and I'm like I don't know but then again she said this is what her husband had told her she's not familiar either with her insurance either so um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that, that, that just helps us clear up. We'll, we'll get a little bit better than information from them. Thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APO Ms. [PII].
[CUSTOMER][POSITIVE] Take care. Thank you.
[CUSTOMER][POSITIVE] Yeah, thank you, bye bye.
[AGENT][NEUTRAL] Mhm. Bye.