AccountId: 011433970860
ContactId: 074d6214-2cb1-45a0-a7f9-582ca32e7270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190910 ms
Total Talk Time (AGENT): 61070 ms
Total Talk Time (CUSTOMER): 76577 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/074d6214-2cb1-45a0-a7f9-582ca32e7270_20250530T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center in reference to a claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is policy number is 02458533 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] Day of service is [PII], and the billed amount is for $1,901.11.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] What's the initial to your last name, [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII]. I'm not showing any claims on file.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me check, it was submitted electronically on [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you know what payer ID they used?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Yeah, that's the right one.
[CUSTOMER][NEUTRAL] Oh, OK, let me see here.
[CUSTOMER][NEUTRAL] And can you just verify your um address?
[AGENT][NEUTRAL] Uh, claims mailing addresses.
[CUSTOMER][NEGATIVE] Because I will have to have this resubmitted.
[AGENT][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, [PII], um, I'll just have it resubmitted. Is there a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect all right sir well thank you so much you have a wonderful weekend.
[AGENT][NEUTRAL] You too. Bye-bye.