AccountId: 011433970860
ContactId: 13d03dcd-a6f1-4713-983d-aa7631958808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264989 ms
Total Talk Time (AGENT): 126835 ms
Total Talk Time (CUSTOMER): 60728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/13d03dcd-a6f1-4713-983d-aa7631958808_20250320T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling from Moon Sinai Medical Center. I need to verify if you guys received a claim.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] 02458537.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] We just have her last name listed as [PII] or [PII] [PII] yeah, [PII]
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Whatever, however you say that the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status, [PII]. What is the data services?
[CUSTOMER][NEUTRAL] This is for 1118 2024 with the bill amount of 4,92693.
[AGENT][NEUTRAL] OK, so I'm checking [PII]'s.
[AGENT][NEUTRAL] Claims and checking for data service 11-19 2024.
[AGENT][NEUTRAL] And I don't have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This was faxed over to you guys on [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] On [PII], let me take another look.
[AGENT][NEUTRAL] And was it for that single date range of [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I put [PII]. Hang on just a second.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] It's like the spring weather has my ears stopped up or something. I don't know. I apologize.
[AGENT][NEUTRAL] I don't know what's going on.
[AGENT][NEUTRAL] And Genesis, what is the facility name?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][POSITIVE] OK, so we did receive that claim on [PII]. I'm so glad you said something.
[AGENT][NEUTRAL] And that was processed on.
[AGENT][NEUTRAL] [PII], with a payment of $1310.60 to Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] And paid on.
[AGENT][NEUTRAL] Paid on [PII].
[CUSTOMER][NEUTRAL] With a check or?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can provide that check number if needed and claim number.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] The check number is 203.
[AGENT][NEUTRAL] 1970.
[AGENT][NEUTRAL] And the claim number is 357.
[AGENT][NEUTRAL] 347 7.
[AGENT][NEUTRAL] Now that was processed on the [PII], it would have been mailed out on the [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, perfect. That was all. Thank you very much. Appreciate it.
[AGENT][POSITIVE] It was a pleasure to help you with that claim status, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was so.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.