AccountId: 011433970860
ContactId: 06bcec78-f090-4536-8d58-f5750be72947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230320 ms
Total Talk Time (AGENT): 51201 ms
Total Talk Time (CUSTOMER): 90032 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/06bcec78-f090-4536-8d58-f5750be72947_20250626T13:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from University of Miami Hospital and Clinics. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. I'm trying to get status on a medical claim for a patient. If you could help me, please?
[AGENT][NEUTRAL] OK, sure. I can help you with claim status and. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And then what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It is, let me go back. 0184798 S for Sam, M for Mary, L for Lima, 7.
[AGENT][NEUTRAL] OK, yeah, um, can you give that to me one more time? I think I may have typed something wrong.
[CUSTOMER][NEUTRAL] 0184798 SML 7
[AGENT][NEUTRAL] And what was the patient's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] And what was the data service and bill charges?
[CUSTOMER][NEUTRAL] It let me see here. I'm so sorry, multitasking. It's [PII], bill amount $75,451.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, I don't show the claim on file. Would you be able to resubmit that?
[CUSTOMER][NEUTRAL] Of course. Let me see.
[CUSTOMER][NEUTRAL] Let me make sure, uh, they, we send it electronically and um oh they didn't put a payer ID. Maybe that's why it didn't go through.
[AGENT][NEUTRAL] OK, um, our payer ID is.
[CUSTOMER][NEUTRAL] What is the
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Perfect. 6, I'm gonna write it down here. 60. Mhm.
[AGENT][NEUTRAL] And then on the
[AGENT][NEUTRAL] On the policy number, it's 01847985.
[CUSTOMER][NEUTRAL] Let me go back, it.
[CUSTOMER][NEUTRAL] OK. No S or there's an S?
[AGENT][NEUTRAL] No, it's 5, it's not S.
[CUSTOMER][POSITIVE] All right then. OK, I just updated it and everything. OK, perfect, perfect, perfect. I'll resubmit it. Can I get a reference number, please?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII] in today's date. Anything else I can help with today?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.