AccountId: 011433970860
ContactId: d23d690e-0069-4615-a4dc-b5ad624c9da2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294959 ms
Total Talk Time (AGENT): 101576 ms
Total Talk Time (CUSTOMER): 91428 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d23d690e-0069-4615-a4dc-b5ad624c9da2_20250602T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from University of Miami to check on a claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] Sure, uh, the policy number is uh
[CUSTOMER][NEUTRAL] 01848782 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Member name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] It's uh [PII] and the bill amount is $193 even.
[AGENT][NEUTRAL] And you said that was for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] Member name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm not showing that claim on file for her.
[CUSTOMER][NEUTRAL] No claim on file, right?
[AGENT][NEUTRAL] Right, not for that date of service and bill charges.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I know the policy effective date of coverage?
[AGENT][NEUTRAL] Um, yes, just let me advise you that verification of coverage does not guarantee payment of claims. And one moment, let me get to that screen. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] of [PII].
[CUSTOMER][NEUTRAL] And may I know the correct mailing address to submit the claim?
[AGENT][NEUTRAL] Um, yes, the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And may I know the pay ID and timely billing limit?
[AGENT][NEUTRAL] There's no timely filing limit and the payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you so much. And could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is spelled [PII] and my last initial is [PII] and my name in today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, I have 3 more claims for the same patient.
[AGENT][NEUTRAL] OK. What's the next date of service?
[CUSTOMER][NEUTRAL] It's uh [PII] and the bill amount of $362 even.
[AGENT][NEUTRAL] No, sir. I'm not showing a claim on file with that date of service.
[CUSTOMER][POSITIVE] OK. Thank you so much. E email information, right?
[AGENT][NEUTRAL] Right, same information.
[CUSTOMER][NEUTRAL] And the next date of service is [PII] and the bill amount of $359 even.
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from.
[AGENT][NEUTRAL] OK, I'm not showing that claim either.
[CUSTOMER][POSITIVE] Thank you so much. May I go ahead with the last date of service?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's uh [PII] and the amount of $235 even.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. No, sir. I'm not chewing that one either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for your kind assistance and have a great day. Bye-bye.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. You have a great day as well. Bye.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You.