AccountId: 011433970860
ContactId: 38899378-e691-42a1-ac19-b4cf899691fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214699 ms
Total Talk Time (AGENT): 89889 ms
Total Talk Time (CUSTOMER): 55423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/38899378-e691-42a1-ac19-b4cf899691fc_20250625T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good thank you for asking. I'm just calling for a claim status please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name one more time and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] Y. My callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, it's um 01982162.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII] for $398.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] I believe it was submitted electronically.
[CUSTOMER][NEUTRAL] But I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, the claim can be resubmitted. I'm not showing it on file and I can give you our payer ID or it could be faxed in or mailed in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Um, our pay ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you'd like to fax it, um, our fax number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like the mailing address?
[CUSTOMER][POSITIVE] Sure that'd be great.
[AGENT][NEUTRAL] OK, the mailing address is [PII].
[AGENT][NEUTRAL] And that goes to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] Perfect. OK, can I just have a reference number for this call, please?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] E. My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That is all thank you so much, [PII]. I appreciate your time and your help today.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.