AccountId: 011433970860
ContactId: 8565990a-f9a9-455e-b028-0cfabf923cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338779 ms
Total Talk Time (AGENT): 145435 ms
Total Talk Time (CUSTOMER): 91220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8565990a-f9a9-455e-b028-0cfabf923cdf_20250408T18:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling to see if I can get a status update for a claim.
[AGENT][NEUTRAL] OK, [PII], so you're calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] Yes, the University of Miami.
[AGENT][NEUTRAL] OK, and you're needing to get claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, [PII], and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the member's policy number?
[CUSTOMER][NEUTRAL] Oh sorry. Uh 0182.
[CUSTOMER][NEUTRAL] 0394
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a.
[AGENT][NEUTRAL] ation of benefits and not a guarantee of payments name places and their date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Did you hear my question, [PII]?
[CUSTOMER][NEGATIVE] No, you were breaking up for a quick second. That sounds like.
[AGENT][NEUTRAL] OK, so any information that I do provide for you will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. And the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] [PII] and the bill amount um it's $5,829.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for data service 1031 2024 in the amount of $5,829.
[CUSTOMER][NEUTRAL] All righty. Um, if possible, then, may I have the fax number in which I can send that information?
[AGENT][NEUTRAL] You can, um, the fax number will be attention claims department.
[AGENT][NEUTRAL] And that fax line is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942-3 and you will also need to send us a copy of the primary insurance company's explanation of benefits, [PII], along with the claim.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you should be able to check claim status in for us by going to secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Perfect. Um, and just out of curiosity, just cause I only got the phone number, what's the name of the insurance company?
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] APL? OK.
[AGENT][NEUTRAL] Or American Public Life. This is her supplement. Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, OK, awesome.
[CUSTOMER][POSITIVE] Uh, no, ma'am. You were very helpful. Um, may I have your first name and a reference number if you have one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, again, my name is [PII], and my name and today's date will be your call reference number. [PII].
[CUSTOMER][POSITIVE] Oh, perfect. Thank you very much, ma'am.
[AGENT][POSITIVE] All right. Well, you're very welcome.
[CUSTOMER][NEUTRAL] Didn't I just call you early on today?
[AGENT][NEUTRAL] Uh, I don't know. I may have spoken to you earlier today. I'm not sure. It is possible. I talked to a lot of people that
[CUSTOMER][NEUTRAL] OK, I, I literally, I spoke to uh [PII] earlier on today and it's like, huh, like I remember speaking to [PII] today, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, then it it probably uh was me because in this division of our company anyway I am the only [PII] so that's highly probable.
[CUSTOMER][POSITIVE] All righty, [PII]. Enjoy the rest of your day for me, OK, love?
[AGENT][POSITIVE] OK. All right. Thanks. You too, [PII], and it was nice speaking with you and I hope you have a great afternoon. So thank you again for calling APL.
[CUSTOMER][NEUTRAL] Likewise.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.