AccountId: 011433970860
ContactId: 11718b2e-eea7-42bc-8268-c2a2e454caac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731119 ms
Total Talk Time (AGENT): 139948 ms
Total Talk Time (CUSTOMER): 186752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/11718b2e-eea7-42bc-8268-c2a2e454caac_20250624T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling from On Sinai Medical Center. Need to verify if you guys received the claim.
[AGENT][NEUTRAL] Sure, I can verify claim status for you and [PII], I'm sorry, what's the policy number, please?
[CUSTOMER][NEUTRAL] 02458744.
[CUSTOMER][NEUTRAL] Uh, no, 8749.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, [PII] through [PII] with the billed amount of 78,166 with 33 cents.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] 1840 with 10 cents.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the name of the provider's office?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Uh, name of the provider's office?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it showed the claim processed on [PII] and the check was mailed in the amount of $1840.10.
[CUSTOMER][NEUTRAL] When was the claim received?
[AGENT][NEUTRAL] Uh, claim received [PII].
[CUSTOMER][NEUTRAL] When it was paid, paid on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Pay amount 184,010.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Single payment or both amount?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] OK, what is the claim number?
[AGENT][NEUTRAL] 361-279-8
[CUSTOMER][NEUTRAL] 361
[AGENT][NEUTRAL] 2798.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] I do have another member.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and what is next policy number?
[CUSTOMER][NEUTRAL] That is 02583474.
[AGENT][NEUTRAL] OK. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and the date of service amount of the charge?
[CUSTOMER][NEUTRAL] [PII] with the billed amount of 123,000, 235 with 23 cents after primary pay 3,666.27.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I show this claim processed on [PII] and a check was mailed an amount of $3,666.27.
[CUSTOMER][NEUTRAL] When was the claim received?
[AGENT][NEUTRAL] [PII], processed on [PII].
[CUSTOMER][NEUTRAL] 26627, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, the paid amount 3,666.27.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And, and when it was smile?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so the [PII] and single payment or both amount?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 361-209-1.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] I do have another member.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, what is next policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be 02565943.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, date of service amount of the charge.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of 41,63498 after primary pay 6,93473.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the balance after primary?
[CUSTOMER][NEUTRAL] 6,93473.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I show this claim processed on [PII], received [PII] and the check was mailed an amount of $6,934.73.
[CUSTOMER][NEUTRAL] I keep forgetting to ask the check number, single payment, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And check number?
[AGENT][NEUTRAL] The check number 20499973.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 361-287-3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see if I have any other claims.
[CUSTOMER][NEUTRAL] What's [PII]
[CUSTOMER][NEUTRAL] I do have another one.
[AGENT][NEUTRAL] Yeah so.
[AGENT][NEUTRAL] OK, uh, next policy number?
[CUSTOMER][NEUTRAL] That will be 01823139.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, data service amount of the charge.
[CUSTOMER][NEUTRAL] [PII] with the full amount of 19,560 98 cents after primary paid $2,302.61.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And this is also the same provider as far as facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I don't show that claim has been received.
[CUSTOMER][NEUTRAL] OK, OK, that was all.
[CUSTOMER][POSITIVE] No claim on file then. OK, thank you very much. Have a wonderful day.
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.