AccountId: 011433970860
ContactId: 4ccbe49a-52c1-4cd0-9b8d-f8f264404ee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615359 ms
Total Talk Time (AGENT): 148263 ms
Total Talk Time (CUSTOMER): 150929 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4ccbe49a-52c1-4cd0-9b8d-f8f264404ee2_20250402T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] May I help
[CUSTOMER][NEUTRAL] Hey, hi, [PII], this is [PII] calling from University of Miami to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Um, can you please spell your first name for me, sir?
[CUSTOMER][POSITIVE] Yeah, sure, no worries, sorry, it will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it will be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number will be 60801. member's first name will be [PII], last name will be [PII] Date of birth will be [PII].
[AGENT][NEUTRAL] OK, and the number that you gave me, sir, is not the policy number that's our payer ID number. Do you see another number that starts with a 01 or 02?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, let me check that out for you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What did you do
[CUSTOMER][POSITIVE] Yeah I can.
[CUSTOMER][NEUTRAL] Oh OK yep.
[CUSTOMER][NEUTRAL] Just a moment, Mrs. [PII].
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] By the way, how are you doing today, [PII]?
[AGENT][POSITIVE] I'm doing good. How are you doing today? And please take your time, don't feel rushed.
[CUSTOMER][POSITIVE] Yeah, thank you for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the member ID will be 02478759 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do have the member pulled up data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mhm, no worries.
[CUSTOMER][NEUTRAL] I am not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the data service?
[CUSTOMER][NEUTRAL] Yeah, sure. Date of service will be [PII] with the billed amount of $412 even.
[AGENT][NEUTRAL] OK, and then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh yep, it will be.
[CUSTOMER][NEUTRAL] $170.29.
[AGENT][NEUTRAL] OK and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It will be you, Miami Medicine.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Toby, while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Yeah, sure, no worries take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi there, [PII]. I'm so sorry my computer is having a little bit of trouble right now. It's spinning, but I wanted to let you know that I did not forget about you and I'm still looking for it, OK?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Yes, thank you for that. No worries. Take your time.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 59.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] OK, [PII], this is [PII] back with you again and looking on data service on uh uh [PII]. I do not find a claim on file for the amount that was given.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no worries. Uh, may I know the member's effective date and job date as well?
[AGENT][NEUTRAL] Let me look that up for you, sir.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, may I have the payer ID.
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and may I know the mailing address as well?
[AGENT][NEUTRAL] Yes sir, that would be [PII], that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, perfect. May I know the time you need to submit the claim as well?
[AGENT][NEGATIVE] Uh, we don't have a timely filing limit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So there's no time limit, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh, perfect. Just a moment. OK, perfect.
[CUSTOMER][NEUTRAL] And uh can I get the call number as well?
[AGENT][NEUTRAL] Yes, sir. You can use my name [PII], in today's date.
[CUSTOMER][NEUTRAL] Uh, by the way you said you are the secondary payer, right?
[AGENT][NEUTRAL] I'm sorry, sir, can you repeat that question?
[CUSTOMER][NEUTRAL] Mhm. You are the secondary payer, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Uh, it's been a pleasure talking with you. I hope you have a great day.
[AGENT][POSITIVE] You have a wonderful day too. Thank you for calling APL. Is that everything I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's all, uh, sorry. Thank you for helping me. Have a great day and take care. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bye-bye. You take care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep