AccountId: 011433970860
ContactId: dca08929-3dcc-410b-8c53-d177e1bd46f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153889 ms
Total Talk Time (AGENT): 61352 ms
Total Talk Time (CUSTOMER): 56031 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/dca08929-3dcc-410b-8c53-d177e1bd46f2_20250206T14:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was just checking on a claim from October that still hasn't been paid.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] with Doctor [PII].
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02546176
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] OK, it's [PII] whatever.
[AGENT][NEUTRAL] And what's the date of birth? Me neither.
[CUSTOMER][NEUTRAL] I cannot say that.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, [PII], and you were wanting to check on a claim?
[CUSTOMER][NEUTRAL] Yes, from [PII].
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one moment.
[AGENT][NEUTRAL] I'm not showing we received any claims. Would you like to fax it over?
[CUSTOMER][POSITIVE] Sure I can do that.
[AGENT][NEUTRAL] OK, it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and is the child Nipsey covered under that or?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] Well, actually, the policy is canceled right now, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEGATIVE] It was just an individual policy anyway, but it canceled [PII].
[CUSTOMER][NEUTRAL] OK, OK, so that his visit was after that. OK, so I will try to send this out and it's just a paying, so would that be covered?
[AGENT][NEUTRAL] For what date of service?
[CUSTOMER][NEUTRAL] On [PII] on her that you didn't have, it's a just a panoramic image.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see, let me check and see. Yes, I don't show he has any history, so.
[CUSTOMER][POSITIVE] OK, alrighty, well I will fax that claim over to you thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling API. You have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.