AccountId: 011433970860
ContactId: 39d0dfef-2902-4286-813d-fd716d35039c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254130 ms
Total Talk Time (AGENT): 57569 ms
Total Talk Time (CUSTOMER): 86328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/39d0dfef-2902-4286-813d-fd716d35039c_20250505T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from Sinai Medical Center. I'm calling to get the status of the claim.
[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 you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, that would be.
[CUSTOMER][NEUTRAL] 01693556 ML 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] This will be [PII] with the billed amount of 38,504.80.
[CUSTOMER][NEUTRAL] 85 cents.
[AGENT][NEUTRAL] OK, it looks like we received that on 421-25. It was paid 42425.
[AGENT][NEUTRAL] And we made a payment of 1500.
[CUSTOMER][NEUTRAL] OK, give me a second. You said 4/25, it was the payment date, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Great amount?
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] 500 and patient responsibility?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility. We're a secondary policy.
[CUSTOMER][NEUTRAL] OK, does the member have any outstanding balance? Have he met the maximum? That's what I meant.
[AGENT][NEUTRAL] Um, let me look what the benefits are.
[AGENT][NEUTRAL] The outpatient, uh, per calendar day maximum payout is 1500.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 204-081-1.
[CUSTOMER][NEUTRAL] [PII]. 3040811.
[AGENT][NEUTRAL] 204-081-1.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] 204.
[CUSTOMER][NEUTRAL] 0811.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That was a single payment, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what would be the claim number?
[AGENT][NEUTRAL] number 359-3321.
[CUSTOMER][NEUTRAL] 359-3321.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What would be the reference number for today's call?
[AGENT][NEUTRAL] It's my name is [PII]. First initial last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No, that was so, thank you very much. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL you too bye bye.