AccountId: 011433970860
ContactId: 8af1e63d-62d3-4b1c-9527-3dc20bba1889
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156389 ms
Total Talk Time (AGENT): 48242 ms
Total Talk Time (CUSTOMER): 40322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/8af1e63d-62d3-4b1c-9527-3dc20bba1889_20250521T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from University of Miami to check on a claim status.
[AGENT][NEUTRAL] Alright, [PII], happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] It's 1,458,880. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And then if I could have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Member name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It's uh [PII] and the bill amount is $532 even.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] So no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the policy effective date of coverage?
[AGENT][NEUTRAL] Effective date is [PII], still active.
[CUSTOMER][NEUTRAL] And may I know the correct mailing address to submit the claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the ZIP code again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Zip code, could you please repeat one more time the zip code?
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much and may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And may I know the time limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][POSITIVE] OK, thank you so much. And may I know the conference number, [PII]?
[AGENT][NEUTRAL] That is my name or today's date?
[CUSTOMER][POSITIVE] OK, sir, thank you so much for your kindnessance and have a great day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.