AccountId: 011433970860
ContactId: b18256f2-4ff3-4ce8-9db5-afd5ae122d58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257880 ms
Total Talk Time (AGENT): 73249 ms
Total Talk Time (CUSTOMER): 69509 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b18256f2-4ff3-4ce8-9db5-afd5ae122d58_20250613T17:24_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from University of Miami to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII]. Extension is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02262355 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Member name is [PII] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the, you did say status today. What is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII] for $468 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the total bill one more time?
[CUSTOMER][NEUTRAL] $468 even.
[AGENT][NEUTRAL] OK. I do show the claim received. The claim was denied. This policy does not cover services rendered in the physician's office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the food, could you please repeat one more time the delayed reason.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, could you please repeat one more time the denied reason policy not covered?
[AGENT][NEUTRAL] Uh, the policy does not cover services rendered in the doctor's office.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I know the claim receive date and process date?
[AGENT][NEUTRAL] Yes, sir. The claim was received on
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Claim denied on [PII].
[CUSTOMER][NEUTRAL] And may I know the claim number?
[AGENT][NEUTRAL] The claim number is 3596677.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you so much. And could you please send that copy of your BMS fax?
[AGENT][NEUTRAL] Sure, what is that fax number?
[CUSTOMER][NEUTRAL] It's [PII]. Attention is my name, [PII].
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, I, I was asking.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding, [PII]. Uh, the fax is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's all for today. Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much. May I know the conference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your kindness and have a great day. Bye-bye.
[AGENT][POSITIVE] You have a wonderful weekend. Thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye bye.