AccountId: 011433970860
ContactId: 18a5e21f-a633-48c3-953c-f496c1c29b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359440 ms
Total Talk Time (AGENT): 90252 ms
Total Talk Time (CUSTOMER): 77160 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/18a5e21f-a633-48c3-953c-f496c1c29b52_20250603T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling PL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the office to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. May I please get your callback number?
[CUSTOMER][NEUTRAL] It is [PII]. And the [PII] is [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the member ID is 01713627 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And the member's date of birth?
[CUSTOMER][NEUTRAL] November's date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull in the policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and then what what is the data service for [PII]?
[CUSTOMER][NEUTRAL] The service is [PII] with the total bill amount of $299 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The primary paid amount is $110.07.
[AGENT][NEUTRAL] OK, and what is the balance?
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] The balance is $25.
[AGENT][NEUTRAL] OK, and then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] University of Miami Medicine.
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you so much for holding for me. [PII], this is [PII] back with you again. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, this policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there are no active policies on file.
[CUSTOMER][NEUTRAL] OK. [PII] was the.
[CUSTOMER][NEUTRAL] Policy and the date, right? What was the effective, effective on term date? What was the effective date?
[AGENT][NEUTRAL] Termination. Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Give me a second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Could you verify whether the patient has any other active coverage?
[AGENT][NEUTRAL] No, there are no active policies on file at this time.
[CUSTOMER][NEUTRAL] OK. Could you spell out your name for documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK. What was the reference number for today's call?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK. Thanks, [PII]. Thanks for your assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You too. You have a great day also and thank you for calling APL. Bye-bye, sir.