AccountId: 011433970860
ContactId: 3537a6b2-812e-421e-9c66-9ebcd9997e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298589 ms
Total Talk Time (AGENT): 95360 ms
Total Talk Time (CUSTOMER): 129558 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3537a6b2-812e-421e-9c66-9ebcd9997e06_20250509T19:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII]. I'm calling from University of Miami to check on a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII] with an extension of [PII].
[CUSTOMER][NEUTRAL] And the policy number is 60801.
[AGENT][NEUTRAL] Um, so that's our payer ID. Do you have the member's ID card available?
[CUSTOMER][NEUTRAL] So that's 60801 is your pay ID right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, could you please wait for a moment, let me check.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's like oh my God.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] I do found that member ID card but I couldn't be able to find the member ID here.
[AGENT][NEUTRAL] OK, on the ID card, do you see anywhere that says inhospital or outpatient policy cert number?
[CUSTOMER][POSITIVE] Yeah, sure I do have that, yeah.
[AGENT][NEUTRAL] OK, and that's the policy number. I just need the numbers.
[CUSTOMER][NEUTRAL] OK, yeah, sure. It's 024.
[CUSTOMER][NEUTRAL] 77033
[CUSTOMER][NEUTRAL] And M for Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The member's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yeah, sure. And uh the date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $299 even $299.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um, so I'm not showing a claim on file for [PII] for [PII], um, but the policy was, hold on.
[CUSTOMER][NEUTRAL] And I I I'll be that.
[CUSTOMER][NEUTRAL] I um I was that.
[AGENT][NEUTRAL] So the policy was active on the date of service, um, so you can still file the claim if you'd like.
[CUSTOMER][NEUTRAL] OK, can I get that number's effective date and termination date of coverage?
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can I get the claim mailing address?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thanks, [PII], thanks for that. Can I pay ID?
[CUSTOMER][NEUTRAL] I think I've been.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Can I get the timely filing limit to submit a claim?
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active, you can file the claim at any time.
[CUSTOMER][POSITIVE] Oh nice.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] Oh no no.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Could you please verify that you are, yeah, yeah, I'm still here, [PII]. Could you please verify that you are the secondary insurance for this member?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, we are.
[CUSTOMER][NEUTRAL] OK. Uh, can I get the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thanks, [PII]. Thanks for your help. Have a great day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL Randy. Was there anything else I can help with?
[CUSTOMER][POSITIVE] All right, no, uh no, that's it for the day. Thanks. Thanks for your help. Yeah.
[AGENT][POSITIVE] Alright, have a good weekend.