AccountId: 011433970860
ContactId: 433082bf-c7c2-4caf-8cc3-88eb95002645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183639 ms
Total Talk Time (AGENT): 80704 ms
Total Talk Time (CUSTOMER): 65573 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/433082bf-c7c2-4caf-8cc3-88eb95002645_20250401T20:58_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], this is [PII] calling from Mount Sinai Medical Center. I'm trying to verify if you received a claim for one of our patients.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02140683
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the main member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I do have a different last name, um, for [PII].
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][NEUTRAL] Yes, OK, thank you for verifying that [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], OK.
[AGENT][NEUTRAL] Got you. OK, alrighty, um, what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And then uh what was that bill amount, please?
[CUSTOMER][NEUTRAL] $3,581.81.
[AGENT][NEUTRAL] Got it. OK, and I'm sorry, that was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, I am not showing that we've received anything for that date of service.
[CUSTOMER][NEUTRAL] OK, yeah, we billed it [PII], so I maybe I'll just give it a little more time.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Was that, did you send it by mail?
[CUSTOMER][NEUTRAL] No, it sent electronically.
[AGENT][NEUTRAL] Oh you did OK. Oh, they do generally get to us pretty quick. Um, I would give it maybe another few days, um, and then I would resend it. We do have a fax number as well.
[CUSTOMER][NEUTRAL] Um, I would get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll take the fax number.
[AGENT][NEUTRAL] Did you want me to give you that? OK, yeah, um, it is 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][POSITIVE] OK. Hi, thank you very much.
[AGENT][NEUTRAL] OK, of course. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.