AccountId: 011433970860
ContactId: a1a81b20-9798-48de-a5e6-4881ecb05916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202169 ms
Total Talk Time (AGENT): 76129 ms
Total Talk Time (CUSTOMER): 70342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a1a81b20-9798-48de-a5e6-4881ecb05916_20250225T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from University of Miami to check on the claim status. Could you please help me?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Sure. It'll be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] It will be 1854361.
[AGENT][NEUTRAL] Please verify the patient's name and 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] Thank you. Now I need the date of service and bill charges for the claim.
[CUSTOMER][NEUTRAL] The data service will be [PII]. And the total bill amount will be, it is 10, sorry, it will be $359 even.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we did receive that claim.
[AGENT][NEUTRAL] We received that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3555881.
[AGENT][NEUTRAL] And this claim, this claim denied because um according to the policy, services provided in the office is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is under patient plans or providers plan?
[AGENT][NEUTRAL] The patient's plan.
[CUSTOMER][NEUTRAL] Can I get the UB copy of this one?
[AGENT][NEUTRAL] Yes, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] OK, that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. And
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] My last initial is [PII].
[AGENT][NEUTRAL] And that will also be your reference number. Yes, my name and today's date is your reference number.
[CUSTOMER][NEUTRAL] And the color reference number for this one?
[CUSTOMER][NEUTRAL] So this plan, uh-huh, OK, this plan is not covered by under the patient plan and it is patient responsibility for, right?
[AGENT][POSITIVE] Yes sir it is.
[CUSTOMER][POSITIVE] OK. Thanks so much, [PII], for the information and have a nice day.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Yeah, that's all for now. Thanks so much for the information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][POSITIVE] Sir, have a great day too. Bye.