AccountId: 011433970860
ContactId: 92ec3bfa-ec9e-4f93-bd30-e91a45fefa3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343619 ms
Total Talk Time (AGENT): 115489 ms
Total Talk Time (CUSTOMER): 120142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/92ec3bfa-ec9e-4f93-bd30-e91a45fefa3e_20250228T14:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from University of Miami to check on a claim status. Could you please sir?
[AGENT][NEUTRAL] I can verify that for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes. And can you spell your name?
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII]
[AGENT][NEUTRAL] And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. It will be 02235926.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It will be [PII] with the extension of [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient, sorry, the patient's first name will be [PII]. The last name will be [PII]. Patient date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Sure, and the claim data service will be, it is [PII]. The bill amount is $202 even.
[AGENT][NEUTRAL] And do you have the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It will be 69 dollars.68 cents.
[AGENT][NEUTRAL] OK, thank you. And while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOD. That site is at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I do not show we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] It will be [PII] City, OK, [PII]. Is this right?
[AGENT][NEUTRAL] Uh, that is correct. If you like, I can give you our fax number if you want to fax the claim.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any pay really for this one?
[AGENT][NEUTRAL] Uh, 60801.
[CUSTOMER][NEUTRAL] OK, and tell me if any days to receive the claim.
[AGENT][NEUTRAL] Uh, there's no time limit to submit claims.
[CUSTOMER][NEUTRAL] OK. And may I know the patient and the policy date?
[AGENT][NEUTRAL] Uh, effective date [PII], and the policy is active.
[CUSTOMER][NEUTRAL] OK. And I do have another number. Can I go ahead with the next one, the last one only?
[AGENT][NEUTRAL] Uh, one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and what is the next policy number, please?
[CUSTOMER][NEUTRAL] It will be 18554361.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's first name will be [PII], the last name will be [PII]. Patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and am I over charge?
[CUSTOMER][NEUTRAL] Sure, and then the claim data service will be it.
[CUSTOMER][NEUTRAL] [PII], the total bill amount is $359 even.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] Sure, it will be.
[CUSTOMER][NEUTRAL] It is $15.
[AGENT][NEUTRAL] You said $15 OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] It will be University of Miami.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] And I apologize for the name of that provider's office again?
[CUSTOMER][NEUTRAL] It will be University of Miami.
[AGENT][NEUTRAL] OK, and this is for the facility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have not received that claim either.
[CUSTOMER][NEUTRAL] OK. Can I get the patient the policy date?
[AGENT][NEUTRAL] Effective date [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK. And may I know the claim mailing address for this one will be same or different?
[AGENT][NEUTRAL] It's the same
[CUSTOMER][NEUTRAL] OK. And can I get the
[CUSTOMER][NEUTRAL] The pay rate also same for this one, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And can I get the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII] for the information and have a nice day.
[AGENT][POSITIVE] Uh, you too, [PII]. Thank you for calling ATO. bye.
[CUSTOMER][NEUTRAL] Sure.