AccountId: 011433970860
ContactId: d33f8e8d-3f9f-4da6-8580-84305733581e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448700 ms
Total Talk Time (AGENT): 149315 ms
Total Talk Time (CUSTOMER): 209508 ms
Interruptions: 5
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d33f8e8d-3f9f-4da6-8580-84305733581e_20250506T20:35_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] moment.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from provider office to check on your client status. Could you help me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status info. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Yes, it's 2 clients.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK. It's [PII]. This is my callback number.
[AGENT][NEUTRAL] All right, and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01755271. M as in Mike, L as in Lima 7.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and member's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And are both claims for the same patient or they're for different members?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for different members.
[AGENT][NEUTRAL] OK, may I have the date of service and the total bill for this number?
[CUSTOMER][NEUTRAL] Yes, data service is [PII] with the total charge amount of $299.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's University of Miami.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so we don't have a claim on file from your provider. Um, we do have a claim on file from University of Miami. It's a different tax ID and a different total bills, um, but there's no timely filing, so you can um file the claim if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] we
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can I get the FX?
[AGENT][NEUTRAL] Because the policy was active on the data service. I'm sorry?
[CUSTOMER][NEUTRAL] Just a minute. I'm calling from University of Miami and the tax ID I given is directed to University of Miami. So could you please recheck?
[AGENT][NEUTRAL] University of Miami has several parts to it, which is why I asked for the tax ID. The tax ID that you gave does not match the tax ID for the location that filed this claim.
[CUSTOMER][NEUTRAL] OK. And can I get the uh effective and termination date of November?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, just a minute, could you please repeat the effective date?
[AGENT][NEUTRAL] Hold on one moment, let me go back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The policy is still active. It has been effective since [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And the payer ID is 80 6081. Is this right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And can I get the mailing address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so our claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I want to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And may I know the timing calling limit?
[AGENT][NEGATIVE] There's no timely filing as long as the policy was active on the data service.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference for this flight?
[AGENT][NEUTRAL] The call reference number for the entire call will be my name and today's date and again that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we can move to the next number when you are ready.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02477033 M as in Mike, L as in Lima, 7.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my mother's name is [PII].
[CUSTOMER][NEUTRAL] And member's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the total bills and the date of service?
[CUSTOMER][NEUTRAL] Yeah, data service is [PII] with the total charge amount of $299.
[AGENT][NEUTRAL] All right, and there's no claims on file with your total bills or your data service, so you can file this claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy has been active since.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII].
[CUSTOMER][NEUTRAL] And still in active?
[AGENT][NEUTRAL] And still active, correct?
[CUSTOMER][NEUTRAL] OK. And the payer ID and mailing address also?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] It's the same, yes.
[CUSTOMER][NEUTRAL] OK, and there is no timing plan limits, uh, so as soon as plan is active, that is right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, and the call references, your name and address date.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Yes, thank you for your assistance, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You're very welcome. And so was there anything?
[CUSTOMER][POSITIVE] My pleasure to speak with you.
[AGENT][POSITIVE] Thank you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's all. Have a wonderful day. Bye.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Bye-bye.