AccountId: 011433970860
ContactId: 5583f443-9e08-4abd-a802-17985c62e794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177910 ms
Total Talk Time (AGENT): 57950 ms
Total Talk Time (CUSTOMER): 76812 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5583f443-9e08-4abd-a802-17985c62e794_20250410T13:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling from the University of Miami. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you, [PII]? Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Yes, I'm doing fine, thank you. Phone number is [PII].
[AGENT][POSITIVE] Thank you, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to for two things to verify an eligibility for a member and to verify the time filing that uh provider could have for submission of claim.
[AGENT][NEUTRAL] OK, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, 0222.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you just wanted eligibility and timely filing?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, hold on one moment. I can help you with that. The policy number you gave me canceled 6-15-24. Let me look and see if they have active coverage.
[AGENT][NEUTRAL] I do not see another policy, so it did cancel [PII]:15 of 24.
[AGENT][NEGATIVE] And we do not have timely filing.
[CUSTOMER][NEUTRAL] OK, yeah, the, apparently he was, um, there was a mixture, uh, mixed up with his benefits like um he wasn't aware what his gap insurance was. Um, we're trying to help him get reimbursement for a [PII] service, so that's why we were calling to verify if there's a time filing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] OK, perfect. So I'll go ahead and update and we'll go ahead and file this on his behalf to see if he gets reimbursed.
[AGENT][NEUTRAL] OK. You said that was for 220 of 23.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, we never received it. Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK perfect thank you so.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, [PII]. You have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.