AccountId: 011433970860
ContactId: 95d40ac9-1a9d-4c71-b011-bf7c90c247ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177449 ms
Total Talk Time (AGENT): 91126 ms
Total Talk Time (CUSTOMER): 71952 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/95d40ac9-1a9d-4c71-b011-bf7c90c247ec_20250220T20:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good afternoon. Hi, this is [PII]. I'm calling from University of Miami to check on a claim status.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And it would be my pleasure to assist you with that claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK. The callback number is [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] OK. 017.
[CUSTOMER][NEUTRAL] 13627 M as in Mike, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Can I have your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. Thanks, [PII].
[AGENT][POSITIVE] My pleasure. And [PII], I can help you with that claim status. What is the date of service or do you have a claim number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, I don't have the claim number on with me. Can I say the date of service?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. The date of service is [PII]. It's [PII] and the bill amount is $193 even 193.
[AGENT][POSITIVE] Good, thank you.
[AGENT][NEUTRAL] I'm checking, [PII], this policy turned on 4-122.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see, she did have another policy. Let me check that policy and see if we have that claim on file, bear with me.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't have this claim on file and she like I said, the policy number you gave me turned on 4122, she did have another policy but it turned on 4123.
[CUSTOMER][NEUTRAL] Maybe they're
[CUSTOMER][POSITIVE] Definitely.
[AGENT][NEUTRAL] So she did not have active coverage for that data service and we do not have a claim on file for that date.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Can I get the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I spell my name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First initial last name [PII]. [PII], it was a pleasure to help you with the claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no, [PII]. That's it for the day. Thanks, thanks for your help. Have a great day.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day as well. Take care.