AccountId: 011433970860
ContactId: be012875-03ce-4a75-b838-1b159960ab88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273149 ms
Total Talk Time (AGENT): 118767 ms
Total Talk Time (CUSTOMER): 108863 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/be012875-03ce-4a75-b838-1b159960ab88_20250115T20:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Doctor [PII]'s office. How are you?
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] Good good good thank you.
[AGENT][NEUTRAL] I talked to you earlier.
[CUSTOMER][POSITIVE] Hi, yes, you did. Hi, I'm so glad I got you because today I'm just gonna, uh, get history for filing. That's it for the same patients.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, I can take a look at that. Can I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02003556.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh are you needing it for all the all 5?
[CUSTOMER][NEUTRAL] Yes, because then it's 1 every 12, so it's tricky. I just wanna make sure I have the right one, the last paid one on file, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Every 12 months for the, OK. OK. Do you have the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's start. What's the first patient and date of birth you wanna start with?
[CUSTOMER][NEUTRAL] Um, yes, I have, it looks like it's the, uh, [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the uh procedure code?
[CUSTOMER][NEUTRAL] Yes, 0274.
[AGENT][NEUTRAL] So it looks like 0274 was paid.
[AGENT][NEUTRAL] Uh, back [PII] for [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Thank you, um, how about [PII] 626-15?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Uh, it looks like, uh, for.
[AGENT][NEUTRAL] Let's see, it was paid back [PII]. 0, let me make sure.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEGATIVE] Now it looks like it was billed but it wasn't paid.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Mm let me look at another.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see, so, uh, for [PII] it looks like it was pay also um.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] Would you like me to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII] for [PII] 17 OK and then I have [PII] 13 [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like [PII] last paid.
[AGENT][NEUTRAL] Uh, [PII] also.
[CUSTOMER][NEUTRAL] OK, thank you and then [PII] 128 19.
[AGENT][NEUTRAL] [PII] looks like um.
[AGENT][NEUTRAL] Paid less paid.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Awesome thank you and then lastly [PII] [PII] of 78.
[AGENT][NEUTRAL] [PII] last paid [PII].
[CUSTOMER][POSITIVE] 20 0 it's been a while. OK, awesome, thank you, Miss [PII]. May I have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome to reference the call you'll use my name in today's date.
[CUSTOMER][POSITIVE] Oh yeah, that's right. How did I forget that already? All right, thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks thank you bye bye.
[AGENT][NEUTRAL] Bye bye.