AccountId: 011433970860
ContactId: 1f652bd9-15d6-4868-ac4c-023e6d5edff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161960 ms
Total Talk Time (AGENT): 65157 ms
Total Talk Time (CUSTOMER): 54640 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1f652bd9-15d6-4868-ac4c-023e6d5edff9_20250310T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Mount Sinai Medical Center Physicians Practice. I'm trying to verify if you received a claim from one of our patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 01887382 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges for the claim.
[CUSTOMER][NEUTRAL] [PII] bill charges $150.
[AGENT][NEUTRAL] No, ma'am, I'm not showing a claim on file for Reinardo for that date of service. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] It was submitted electronically and it was sent on [PII]. What is timely filing for claims?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[AGENT][NEUTRAL] And the claims can also be faxed in or um sent through regular mail.
[AGENT][NEUTRAL] And I could verify the pair ID again.
[CUSTOMER][NEUTRAL] OK, can I get the fax number?
[AGENT][NEUTRAL] Um, yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Alright, thank you very much.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you very much. I appreciate it.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.