AccountId: 011433970860
ContactId: 3f7fd891-5a5a-4fa1-a40a-dc270c9f86c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372739 ms
Total Talk Time (AGENT): 89518 ms
Total Talk Time (CUSTOMER): 166145 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3f7fd891-5a5a-4fa1-a40a-dc270c9f86c6_20250121T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Um, hello [PII], this is [PII]. The initial of my last name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. I would like to check the status, please.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have a policy?
[CUSTOMER][POSITIVE] OK, you're happy to
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Um, yes. Um, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so policy number it is 02.
[CUSTOMER][NEUTRAL] 037593 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] The number 8.
[AGENT][POSITIVE] Thank you for that one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK. Uh, patient's name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] Thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] Yes, um, date of service was [PII].
[CUSTOMER][NEUTRAL] Built amount was $791.08.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Right, so it looks like we did receive this claim on [PII].
[CUSTOMER][NEUTRAL] So it looks like we did receive this claim on [PII].
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Benefit payment was sent in the amount of 79108.
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][NEUTRAL] Uh, I'm sorry, so you pay the full amount, $791.08?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, how could it be that possible because this claim was processed first by um Aetna.
[CUSTOMER][NEUTRAL] And Aetna they uh patient responsibility for $482 with 66 cents.
[CUSTOMER][NEUTRAL] Is this the bulk amount?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, the amount that was sent on the claim.
[CUSTOMER][NEUTRAL] Uh, the
[AGENT][NEUTRAL] Date of service [PII] was 7987-9108, so that was the amount paid. Let me pull the claim.
[CUSTOMER][NEUTRAL] Data service 24.
[CUSTOMER][NEUTRAL] 79108.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Great, so yeah, I mean it looks like we did get something from Mount Sinai showing the 79108 was the total bill amount. We do have the EOB showing the amount that was paid. There was a single check sent for that amount of 79108.
[CUSTOMER][NEUTRAL] Great, so yeah, I mean it looks like we did get something from Mount Sinai showing the 791.
[CUSTOMER][NEUTRAL] Total bill amount we do the EOB showing the amount that was paid. There was a single check sent for that amount.
[CUSTOMER][NEUTRAL] So there is a single check. Can you please provide me the uh check number?
[AGENT][NEUTRAL] 2015443
[CUSTOMER][NEUTRAL] 20154.
[CUSTOMER][NEUTRAL] Thank you. And where did you send this um check?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It was sent to [PII] Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, one second. Let me check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So you send this to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct. Thank you. OK, thank you so much. um, can you please provide me the claim number, [PII]?
[AGENT][NEUTRAL] 353.
[CUSTOMER][NEUTRAL] 353.
[AGENT][NEUTRAL] 4388.
[CUSTOMER][NEUTRAL] 4388.
[CUSTOMER][NEUTRAL] 253-438-8. Thank you. Can you please provide me a reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] My name with the last initial and the last.
[CUSTOMER][POSITIVE] Thank you, [PII]. OK, that's all the information that I needed to know. You have a nice day.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye.