AccountId: 011433970860
ContactId: b6f7bf25-fae2-40c1-bbd0-1a42ace4c6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120319 ms
Total Talk Time (AGENT): 35680 ms
Total Talk Time (CUSTOMER): 60137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b6f7bf25-fae2-40c1-bbd0-1a42ace4c6fc_20250130T13:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] at Soderstrom Dermatology. I was trying to register, um, but it says, uh, when I put the patient's account number and it says it can't be found, but you might not have the claim yet from the primary insurance. So I just wanna make sure this is active and good to send the claims over to you guys.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02137848
[AGENT][NEUTRAL] Thank you. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing to know if this policy was active.
[CUSTOMER][NEUTRAL] Yeah, if her policy is active and then does it do the primary cross over to you guys or do we need to submit the claim to you?
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] Or do you have it?
[AGENT][NEUTRAL] OK, I can help you with that. This policy canceled [PII].
[CUSTOMER][NEUTRAL] Oh, then I guess we would not need that. OK.
[CUSTOMER][POSITIVE] All right, I appreciate your help. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.