AccountId: 011433970860
ContactId: 645dc2c3-521c-4430-a968-b52e014297a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449250 ms
Total Talk Time (AGENT): 109545 ms
Total Talk Time (CUSTOMER): 90671 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/645dc2c3-521c-4430-a968-b52e014297a1_20250508T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from University of Miami to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with, um,
[AGENT][NEUTRAL] Claim status
[AGENT][NEUTRAL] your callback number, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It, it's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The member name is [PII], and the date of birth is uh [PII] and the member ID is 2284023.
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK, and can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $296 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] On the primary paid $56.53 and leave the balances, co-pay $55 even.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold [PII] while I look up this claim and I'll be right back, sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. I do have the claim information for you. The claim number is 351-0844.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Claim was paid $55.
[AGENT][NEUTRAL] With check number 2004924.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The check was issued.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] On [PII] but has not cleared the bank yet.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Give me know the claim receive date.
[AGENT][NEUTRAL] Uh, the claim was received on.
[CUSTOMER][NEUTRAL] Yeah, no, I want to know you will be getting a I'll.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it.
[AGENT][NEUTRAL] Wait a minute, let me make sure I got the right 1. 351-084-4 and processed it on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so the allowed unpaid amount the same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And no member responsibility.
[AGENT][NEGATIVE] We don't give patient responsibility.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK, may I know this is a single check or a bulk check?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, the payment is not yet released, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there any reason?
[AGENT][NEUTRAL] Uh, it's been sent. It just hasn't cleared the bank, so I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And could you please send that copy of your with my fax?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Attention is my name [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again [PII] while I get that fax ready for you and I'll be right back sir.
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much. And may I know the conference number?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you so much for your kind assistance and have a great day. Bye bye.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good day too, and thank you for calling APL. Bye bye, sir.
[CUSTOMER][NEUTRAL] OK