AccountId: 011433970860
ContactId: 8ca9c9a9-0249-49ec-8e35-e5efe25e80a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230160 ms
Total Talk Time (AGENT): 88297 ms
Total Talk Time (CUSTOMER): 86044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8ca9c9a9-0249-49ec-8e35-e5efe25e80a4_20250320T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from University of Miami to check on a claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. My name will be spelled as [PII] and my last name will be [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] Yeah, sure, it will be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number will be
[CUSTOMER][NEUTRAL] Just a moment, yup, it will be 01671576 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is, I'm sorry, [PII], what is the the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] Got it. Patient's first name will be [PII]. Last name will be [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] Alright thank you and you're needing claim status?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] I can help you with that. And [PII], what is the data service?
[CUSTOMER][NEUTRAL] Date of service will be [PII] with a bill amount of $32 even.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the facility name?
[CUSTOMER][NEUTRAL] It will be you Miami Medicine.
[AGENT][NEUTRAL] Is that radiology?
[CUSTOMER][POSITIVE] Yep, that's right.
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] And I can help you with that claim status. [PII], we did receive that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it was denied because the services were rendered after the policy turned.
[CUSTOMER][NEUTRAL] So deed uh after the service is done, right?
[AGENT][NEUTRAL] After the policy term, correct.
[CUSTOMER][NEUTRAL] Mhm. I know the members affected and term date?
[AGENT][NEUTRAL] Effective date [PII], I'm sorry, [PII], turned on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Turned on [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. Just a moment. But, can I get your name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial, last name, [PII]. And would you like that claim number?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] The claim number is 355.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8163.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Just a moment, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, perfect, uh, [PII], can I get the contact number for this one?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I I spell my name for you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah I got
[CUSTOMER][POSITIVE] Nothing else, [PII]. It's been a pleasure talking with you. Thank you for helping me. Have a great day and take care. Bye bye.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It's my pleasure to assist you with the claim status. Have a wonderful afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, you too, bye bye.