AccountId: 011433970860
ContactId: f8e32bc8-4652-4809-b217-7df38319493b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266980 ms
Total Talk Time (AGENT): 95958 ms
Total Talk Time (CUSTOMER): 95041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f8e32bc8-4652-4809-b217-7df38319493b_20250612T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, good afternoon. My name is [PII] from the University of Miami Hospital and Clinic, and I'm calling to follow up on a claim status, please. Is that for you?
[AGENT][NEUTRAL] OK, yes, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, just a moment. Let me pull that up for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01.
[CUSTOMER][NEUTRAL] 935-554
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, and then that bill out please.
[CUSTOMER][NEUTRAL] Of course, yes, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the bill amount was
[CUSTOMER][NEUTRAL] Bear with me one second, $4,242 even.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Of course, tax ID is um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, you did say that was [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, so we have not received a claim for that date of service from this provider, [PII]. I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] What's the payer ID please?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801. OK. And then can you verify the address, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. What's the fax number?
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK, I'm sorry. 877.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yes, 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. To recap with you, the, the fax number is [PII]. Payer ID is 60801. And the address I have it correct. And uh so you never got the claim, right? You don't have a claim on file?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And can I have your name again, please?
[AGENT][NEUTRAL] Sure, it's spelled [PII]
[AGENT][NEUTRAL] Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And what's the first letter?
[AGENT][NEUTRAL] Oh, last initial.
[CUSTOMER][NEUTRAL] What's the first letter of your last name, [PII]?
[AGENT][NEUTRAL] Yes, that's A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII],
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. May I please have the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, great. Perfect. [PII]. Thank you so much and have a great rest of your day, yeah.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Alright, have a good one. Thanks, bye.
[AGENT][POSITIVE] Thank you. Bye