AccountId: 011433970860
ContactId: e3a2c40f-bd21-4bb2-af44-f2e102699359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139339 ms
Total Talk Time (AGENT): 49633 ms
Total Talk Time (CUSTOMER): 51443 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/e3a2c40f-bd21-4bb2-af44-f2e102699359_20250516T13:06_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] All right, [PII], I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01797040 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] The member name is uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $507 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][POSITIVE] Thank you so much. May I know the policy effective date of coverage?
[AGENT][NEUTRAL] Effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] May I know the correct mailing address to some of the client?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 73124. Thank you so much and may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the timely following limit?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] And could you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much, sir. May I know the conference number?
[AGENT][NEUTRAL] Call reference is my name with today's date.
[CUSTOMER][POSITIVE] OK, sir, thank you so much for your kindnessance and have a great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.