AccountId: 011433970860
ContactId: 39c2d940-3a8e-48b8-93b6-7689cc7e762d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353829 ms
Total Talk Time (AGENT): 77866 ms
Total Talk Time (CUSTOMER): 77668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/39c2d940-3a8e-48b8-93b6-7689cc7e762d_20250226T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good afternoon. This is [PII] calling from Mon Sinai Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] OK miss [PII] I can help you with the claim and you said you're with [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and then what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Policy number is 02507865.
[CUSTOMER][NEUTRAL] First name is going to be [PII].
[AGENT][NEUTRAL] OK and what is the date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and what's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Um, [PII], with the bill amount of $735.48 after primary paid $650.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I did find the claim. The claim was paid.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see with check number 2028365 and the amount of $650.
[CUSTOMER][NEUTRAL] 202.
[CUSTOMER][NEUTRAL] 85
[AGENT][NEUTRAL] 8365.
[CUSTOMER][NEUTRAL] OK, 202.
[CUSTOMER][NEUTRAL] 3, repeat it once again.
[AGENT][NEUTRAL] 202-8365
[CUSTOMER][NEUTRAL] OK. Give me a moment, give me a moment. My computer is kind of frozen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Repeat the check number.
[AGENT][NEUTRAL] 202-8365
[CUSTOMER][NEUTRAL] 8365. OK.
[AGENT][NEUTRAL] It was paid on [PII].
[AGENT][NEUTRAL] In the amount of $650.
[AGENT][NEUTRAL] To Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] Single payment or bulk amount?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] And what is the claim number?
[AGENT][NEUTRAL] The claim number is 356-496-0.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL.
[AGENT][NEUTRAL] Bye bye ma'am.
[CUSTOMER][NEUTRAL] You too, bye.