AccountId: 011433970860
ContactId: 2f5a8242-0b12-4018-b58a-da9ae464b482
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 826969 ms
Total Talk Time (AGENT): 135048 ms
Total Talk Time (CUSTOMER): 212067 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2f5a8242-0b12-4018-b58a-da9ae464b482_20250418T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good. Good morning. This is [PII] calling from Mont Sinai Medical Center. I'm calling to get the status of a claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, that is 02496789.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of 1,12409.
[AGENT][NEUTRAL] Uh, looks like we received that 33-2025.
[AGENT][NEUTRAL] Uh, it's processed 36-2025.
[AGENT][NEUTRAL] And let's see what's.
[AGENT][NEUTRAL] Uh, looks like we need a a copy of the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] It was already passed on [PII].
[AGENT][NEUTRAL] Mm I see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, looks like, yes, we did receive that.
[AGENT][NEUTRAL] We made a payment of 81377 on [PII].
[CUSTOMER][NEUTRAL] How much was the paid amount?
[AGENT][NEUTRAL] 8 1377.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And when it was be.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 203-779-97 single check.
[CUSTOMER][NEUTRAL] 203.
[AGENT][NEUTRAL] 77997.
[CUSTOMER][NEUTRAL] 97, OK, and that was a single payment?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] Give me a moment, I do have another one.
[AGENT][NEUTRAL] Is it the same patient?
[CUSTOMER][NEUTRAL] Different one. Give me a moment.
[CUSTOMER][NEUTRAL] I'm searching for more clients with APL.
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] OK, I guess not that phone. Give me a moment. I'm still searching.
[CUSTOMER][NEUTRAL] I do have another one. ID number is 147.
[CUSTOMER][NEUTRAL] 7500.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] The data service?
[CUSTOMER][NEUTRAL] Data service 221 2025 with the valid amount 11,404 with 2 cents.
[AGENT][NEUTRAL] I received 47-2025.
[AGENT][NEUTRAL] Process 48 2025.
[AGENT][NEUTRAL] We made a payment of 949.50.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Paid amount how much?
[AGENT][NEUTRAL] 94,950.
[CUSTOMER][NEUTRAL] And the money was paid, paid on.
[AGENT][NEUTRAL] 49 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] 203-776-5
[CUSTOMER][NEUTRAL] Single payment ma'am, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 358-618-2.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] And the reference your name, right?
[AGENT][NEUTRAL] Yes, in today's date.
[CUSTOMER][NEUTRAL] Give me a moment. I do have another one.
[CUSTOMER][NEUTRAL] Um, member ID number.
[AGENT][NEUTRAL] Uh, hold on one moment.
[CUSTOMER][NEUTRAL] Will be. Mhm.
[AGENT][NEUTRAL] OK. No ID?
[CUSTOMER][NEUTRAL] 1271602.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Day of service.
[CUSTOMER][NEUTRAL] [PII] with the billed amount of 12,64083 cents.
[AGENT][NEUTRAL] Uh, it looks like this policy term 11-2018. Let me see if there's a current one.
[CUSTOMER][NEUTRAL] When it was terminated, [PII].
[AGENT][NEUTRAL] Yes, I'm looking to see if there's a current one. Looks like she does have a current policy.
[AGENT][NEUTRAL] Expected that same date. What was the date of service again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, build them up.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] 12,64083.
[AGENT][NEUTRAL] Uh, it looks like we made a payment on.
[AGENT][NEUTRAL] 48 2025.
[AGENT][NEUTRAL] And for
[CUSTOMER][NEUTRAL] Hold on, let's see. I. When was it paid on?
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] 48 2025.
[CUSTOMER][NEUTRAL] Paid 1,269, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] 203-763-9.
[CUSTOMER][NEUTRAL] Single payment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 358-6170.
[CUSTOMER][NEUTRAL] OK, reference number is 70, OK.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] And I have another claim.
[AGENT][NEUTRAL] OK, how many more do you have? Do you have access to our portal by chance?
[CUSTOMER][NEUTRAL] Uh no, I tried to update my password and you guys have
[CUSTOMER][NEGATIVE] Um, some issues with them, password, renewing the password.
[AGENT][NEUTRAL] And how many more claims do you have?
[CUSTOMER][NEUTRAL] This is, I believe this is the one, the last one.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Policy number is 02447352.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Day of service.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of 1,161,420.
[AGENT][NEUTRAL] OK, it's the old policy number. Let me look up if she has a new one.
[AGENT][NEUTRAL] OK, we made a payment on [PII].
[CUSTOMER][NEUTRAL] When was the claim received?
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Paid amount.
[AGENT][NEUTRAL] 1,373 61.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Single payments.
[CUSTOMER][NEUTRAL] Um, claim number.
[AGENT][NEUTRAL] 3587547.
[CUSTOMER][NEUTRAL] 358.
[AGENT][NEUTRAL] 754 7.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much, appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.