AccountId: 011433970860
ContactId: c7a8aac0-a695-498b-b2ef-7f0655626c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282040 ms
Total Talk Time (AGENT): 65430 ms
Total Talk Time (CUSTOMER): 87090 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c7a8aac0-a695-498b-b2ef-7f0655626c07_20250527T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. My name is [PII]. It is [PII] and my initial is [PII]. Actually, I'm calling from University of Miami to look on a claim status. Could you help me with that?
[AGENT][NEUTRAL] All right, Bri, happy to check on the claim. What's the policy number?
[CUSTOMER][POSITIVE] Thank you for that. Yeah.
[CUSTOMER][NEUTRAL] It's gonna be 021.
[CUSTOMER][NEUTRAL] 89716
[CUSTOMER][NEUTRAL] M like Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. My last name is
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What's the date of service?
[CUSTOMER][NEUTRAL] Sure, looking for [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Um, no, I said [PII].
[AGENT][POSITIVE] Thank you and the build them out.
[CUSTOMER][NEUTRAL] It's $2,794 even.
[AGENT][POSITIVE] Alright thank you let me take a look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm not showing that we have any claims on file for [PII].
[CUSTOMER][NEUTRAL] All right, I'm not sure
[CUSTOMER][NEUTRAL] OK, [PII], just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, can you please confirm the member's policy effective date, uh, for my documentation purpose?
[AGENT][NEUTRAL] [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the claims timely filing limit as well as the payer ID?
[AGENT][NEUTRAL] Uh, the payer ID is 60801.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] What was your other question?
[CUSTOMER][NEUTRAL] Uh, claims timely filing limit to resubmit.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. Is there any mailing address?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Got that. Give me a moment.
[CUSTOMER][NEUTRAL] OK. Thank you for the information, [PII]. I would like to have the call reference number for our conversation. I don't have any further question on the state of service.
[AGENT][NEUTRAL] Uh, call reference, call reference is gonna be my name with today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Got it. Thank you for the information.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Yeah, stay safe. Bye.