AccountId: 011433970860
ContactId: c8b03778-a6d1-41ea-8ad1-44aac40ed9c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200229 ms
Total Talk Time (AGENT): 76872 ms
Total Talk Time (CUSTOMER): 69000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c8b03778-a6d1-41ea-8ad1-44aac40ed9c0_20250311T18:40_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII] from University of Miami to check on a claim status.
[AGENT][NEUTRAL] OK, you said your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're needing to check claim status, is that also correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is, how many claims are you needing to check status on, [PII]?
[CUSTOMER][NEUTRAL] And just one.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] It's 1449784 M as in Mike, L as in Lima, number 4.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Member name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] It's [PII]. Our total bill amount is $691 even.
[AGENT][NEUTRAL] What was the date of service again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there is no claim on file for this member for this data service. However, this policy was not active for this data service this policy has a termination date of [PII].
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] May I know the effective date of coverage?
[AGENT][NEUTRAL] And they
[AGENT][NEUTRAL] [PII] and there is no other active policy with our company.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, now the active coverage for this number.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much and uh
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you would use my name along with today's date, [PII], if you need a call reference number for our call.
[CUSTOMER][POSITIVE] Thank you to see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it for today. Thank you so much for kind distance now. Have a great day. Bye-bye.
[AGENT][POSITIVE] I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh, bye bye.