AccountId: 011433970860
ContactId: 91b0f233-a3f5-4499-80a1-0e2c4413a7f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215570 ms
Total Talk Time (AGENT): 66519 ms
Total Talk Time (CUSTOMER): 80514 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/2025/06/25/91b0f233-a3f5-4499-80a1-0e2c4413a7f0_20250625T12:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from University of Miami to check on the claim status.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Mhm yeah sure it would be [PII].
[CUSTOMER][NEUTRAL] [PII] the [PII] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It for me.
[CUSTOMER][NEUTRAL] 02064016
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][POSITIVE] Yeah sure just a moment let me get that for you.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're needing claim status?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, I can help you with that. What data service was it for?
[CUSTOMER][NEUTRAL] It will be for [PII] with the bill amount of $32 even. Can I get your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] No worries, got it.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] Yeah that's right.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] May I know the members effective date and time rate?
[AGENT][NEUTRAL] The effective date is [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] Mhm and may I know the pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801 and the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the time to submit the claim, [PII]?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] No limit. got it. And uh could you please verify are you the primary payer for this number?
[AGENT][NEUTRAL] I didn't hear your question. I'm sorry.
[CUSTOMER][NEUTRAL] Are you the primary payer?
[AGENT][NEUTRAL] Uh, is [PII] the primary payer?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, just a moment, got it.
[CUSTOMER][NEUTRAL] And uh can I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for helping me. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling. You have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye.