AccountId: 011433970860
ContactId: e008e140-f07c-4161-8b98-161dc2623c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246690 ms
Total Talk Time (AGENT): 69820 ms
Total Talk Time (CUSTOMER): 111607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e008e140-f07c-4161-8b98-161dc2623c30_20250625T13:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. It's spelled [PII]. And last initial to my name is [PII]. Can you spell out your name for me, [PII]?
[AGENT][NEUTRAL] And you, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, my name is [PII]
[AGENT][NEUTRAL] Last initial S.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Uh yes, [PII]. It's [PII], with the extension of [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is 01702689, uh sorry, I repeat once again. It's 01702698.
[CUSTOMER][NEUTRAL] M as in Mike, L [PII] [PII].
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Oh yeah, the patient's name is?
[CUSTOMER][NEUTRAL] A patient's last name is [PII], and the patient's name is [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were needing claim status?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, for what date of service?
[CUSTOMER][NEUTRAL] And the date of service is [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Yeah, the total bill on this claim is $572 even.
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] And what's the procedure code?
[CUSTOMER][NEUTRAL] Uh, the procedure code is bill on this claim is 88305.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was for 1024, 2024?
[CUSTOMER][NEUTRAL] Uh, yes, for the [PII].
[AGENT][NEUTRAL] There's no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. The, for this data of service, the patient is active for the door?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Uh, as a secondary, I think so.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What was the question?
[CUSTOMER][NEUTRAL] Uh yes, uh, the insurance is active for the dog, but as a primary or as a secondary?
[AGENT][NEUTRAL] It is active and it is a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you help me with the term date for this policy?
[AGENT][NEUTRAL] It's, it's still active it hasn't it doesn't have a term date.
[CUSTOMER][NEUTRAL] OK. Can you help me with the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for helping me out, [PII]. Have a nice day too.
[AGENT][POSITIVE] Thank, thank you, [PII] for calling APL. You have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.