AccountId: 011433970860
ContactId: 06a5945c-59b9-4533-84c1-3da3ee94e402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241289 ms
Total Talk Time (AGENT): 50151 ms
Total Talk Time (CUSTOMER): 100942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/06a5945c-59b9-4533-84c1-3da3ee94e402_20250520T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from University of Miami to check on a claim status. Could you please, sir?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it will be [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] It will be 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] So, I don't have a policy number. This is uh mentioned that, uh, but
[CUSTOMER][NEUTRAL] I do have a member's name and the date of birth for this one.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] Sure, and the patient's last name will be?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh, what was the first letter?
[CUSTOMER][NEUTRAL] The patient, the patient first name you're asking?
[AGENT][NEUTRAL] No, the, will you spell the last name again?
[CUSTOMER][NEUTRAL] The last name is spelled as [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, and the claim detail service is [PII]. The total bill amount is $405 even.
[AGENT][NEUTRAL] Uh, I don't show we have that claim on file for that amount.
[CUSTOMER][NEUTRAL] So there is no claim on file for this one, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Can I get the patient for the policy date?
[AGENT][NEUTRAL] That's effective [PII] and then term [PII].
[CUSTOMER][NEUTRAL] OK. And can I get the, the claim mailing address is [PII], [PII]. OK, [PII]. Is this right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK. And the pay I will be 60801, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have the time if I need is to remit the claim?
[AGENT][NEUTRAL] Uh, there's no timely filing limit. You can submit any time.
[CUSTOMER][NEUTRAL] OK. And can I get the, uh, the members correct policy number, the member ID.
[AGENT][NEUTRAL] It's 247-703-3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It will be 247703-3, right?
[AGENT][NEUTRAL] 247-703-3.
[CUSTOMER][NEUTRAL] OK. Can I get the reference number for this call?
[AGENT][NEUTRAL] It's my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thanks so much, [PII], for the information and have a nice day.
[AGENT][POSITIVE] Thank you for calling APL you as well.