AccountId: 011433970860
ContactId: 002517cb-3449-4cf3-83a6-e94b3180d2f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126040 ms
Total Talk Time (AGENT): 40996 ms
Total Talk Time (CUSTOMER): 51747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/002517cb-3449-4cf3-83a6-e94b3180d2f6_20250408T19:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from University of Miami to check on the claim status.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, sure. It will be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] It will be 1449784 [PII] [PII] Lima, [PII].
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] First name will be [PII]. Last name will be [PII]. The date of birth will be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's that date of service?
[CUSTOMER][NEUTRAL] D of service will be [PII] with a bill amount of $193 even.
[AGENT][NEUTRAL] OK, [PII], is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Um, I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, no worries. May I know the members have I date and term date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know the member's effective date and term date?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Uh, actually, this, this policy term [PII]. Let me see if there is a current policy on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Uh, I do not show an active policy on file.
[CUSTOMER][NEUTRAL] I I need
[CUSTOMER][NEUTRAL] OK, no worries. So number's not active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the call reference number, [PII]?
[AGENT][NEUTRAL] Call reference number is just my name, [PII], first initial to last name, [PII] as [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, [PII] for helping me. I hope you have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you as well.