AccountId: 011433970860
ContactId: bf208162-fb70-4359-9838-90554fcf8016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209119 ms
Total Talk Time (AGENT): 82816 ms
Total Talk Time (CUSTOMER): 52320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/bf208162-fb70-4359-9838-90554fcf8016_20250415T14:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to follow up on a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], are you the insured or you're a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01845813 M for Mary 8
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] [PII], total bill amount is $13,359.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] University of Miami Hospital and Clinics.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so we only have one claim on file for that data service.
[AGENT][NEUTRAL] It's a different total bill and it's University of Miami medicine ophthalmology.
[AGENT][NEUTRAL] That's different from yours, right? Or is it the same?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that's part of us. Um, what's the build amount?
[AGENT][NEUTRAL] I'm showing $380.
[CUSTOMER][NEUTRAL] I know, um.
[CUSTOMER][POSITIVE] That's that's the right one. let me see.
[CUSTOMER][NEUTRAL] What's the parody?
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] And the mailing address, is it [PII]?
[AGENT][NEUTRAL] Um, the, um, [PII] location is the old claims mailing address, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and resend it. What was your name?
[AGENT][NEUTRAL] Uh, my name is [PII]. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.