AccountId: 011433970860
ContactId: 487a96b4-2ea0-46b1-93d7-0cad7177424b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1536209 ms
Total Talk Time (AGENT): 336291 ms
Total Talk Time (CUSTOMER): 731112 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/487a96b4-2ea0-46b1-93d7-0cad7177424b_20250327T13:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Alana Medical Center, and I'm just calling to verify eligibility for a member that's scheduled for an ultrasound for gap coverage.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, area code [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] 02052160 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Let
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, just to make sure the plan is active and that it covers, you know, her deductibles.
[AGENT][NEUTRAL] OK, the, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy is active and it coordinates with the primary insurance, whatever the primary applies to their deductible copay or co-insurance depending on if that.
[AGENT][NEUTRAL] Service is covered. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's outpatient ultrasound.
[AGENT][NEUTRAL] OK, so we'll pay up to $6500 per calendar year.
[CUSTOMER][POSITIVE] Awesome, can I get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is this Mount Sinai Medical Center in [PII]?
[CUSTOMER][POSITIVE] Yes mhm yes it is.
[AGENT][NEUTRAL] OK, I had a question. I was just reissuing some checks for you all and um we had gotten several unclaimed properties checks and I was just wondering what's the correct uh address to send these checks to. Is it the new PO box? Because we have the [PII] in [PII], but I noticed other newer claims goes to the.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I did
[CUSTOMER][NEUTRAL] OK, let me hold on one second for me, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Poignant is easy. Visit [PII] to schedule your visit today.
[CUSTOMER][NEUTRAL] Thank you for calling Mount Sinai Medical Center. We know your time is valuable, and we will be with you in just a moment. For information on the services offered at Mount Sinai, please visit our website at msn. Hello, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I'm gonna transfer you over to the business office where they can confirm um the correct address to send the checks to OK?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks you too hold on OK?
[AGENT][NEUTRAL] Bye bye. OK.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Treatment in [PII] in collaboration with Columbia. Calling the business office customer service department at Mount Sinai Medical Center. [PII]. Please remain on the line for the next available representative.
[CUSTOMER][NEUTRAL] Calls are monitored and recorded for quality purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Mount Sinai Medical Center. We know your time is valuable, and we will be with you in just a moment. For information on the services offered at Mount Sinai, please visit our website at [PII].
[CUSTOMER][POSITIVE] At Mount Sinai Medical Center, we're constantly striving to offer the best in patient care. Opening in early [PII], the Irma and Norman Brain and Comprehensive Cancer Center will set a new standard for cancer treatment in [PII].
[CUSTOMER][POSITIVE] In collaboration with Columbia University, this groundbreaking facility will provide unparalleled access to top physicians, innovative clinical trials, and cutting edge treatments, all in a spacious healing environment over. Thank you for your patience. If you would like to receive a call back, press star and your call will be returned in the order it was received. Otherwise, remain on the line for the next available representative.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling Mount Sinai Medical Center. We know your time is valuable, and we will be with you in just a moment. For information on the services offered at Mount Sinai, please visit our website at [PII].
[CUSTOMER][POSITIVE] At Mount Sinai Medical Center, we're constantly striving to offer the best in patient care. Opening in early [PII], the Irma and Norman Brain and Comprehensive Cancer Center will set a new standard for cancer treatment in [PII].
[CUSTOMER][POSITIVE] In collaboration with Columbia University, this groundbreaking facility will provide unparalleled access to top physicians, innovative clinical trials, and cutting edge treatments, all in a spacious healing environment overlooking this.
[CUSTOMER][NEUTRAL] Bay. The Braman Comprehensive Cancer Center will also offer a full suite of support services including nutrition counseling, physical therapy, and meditation classes, ensuring comprehensive care for both the body and mind. For more details, visit [PII].
[CUSTOMER][NEUTRAL] March is Colorectal Cancer Awareness Month, a time to shine a light on prevention. Morning. Thank you for calling the billing office in [PII]. My name is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with American Public Life Insurance. I was calling because we received several uh checks back and I was trying to get them voided and reissued, but I didn't want to reissue them to the address on the claim cause they did come back. I wanted to verify a correct
[AGENT][NEUTRAL] Address. I've noticed on the newer claims that we got, we've been sending them to [PII].
[AGENT][NEUTRAL] Is that a good PO box?
[CUSTOMER][NEUTRAL] OK. Uh, can I please have the patient's date of birth?
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] That's just one of them. We have several checks came back.
[CUSTOMER][NEUTRAL] And what's the patient's last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any specific date of service uh that we can check?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] And can you please verify the patient's um member ID?
[AGENT][NEUTRAL] Uh, is that the patient control number or?
[CUSTOMER][NEUTRAL] The member ID. You said that you were calling from an insurance company. Can you please verify the patient's member ID?
[AGENT][NEUTRAL] Um, would that be our policy number 02037599 ML7?
[CUSTOMER][NEUTRAL] Mm, no, it will be the member ID.
[AGENT][NEUTRAL] That I'm not sure. That's what we go by when our claims come in.
[AGENT][NEUTRAL] I don't know what number you're talking about.
[CUSTOMER][NEUTRAL] Well, you said that you, you, you were calling from uh an insurance company?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, so we need to confirm that you have uh the patient's member ID.
[AGENT][NEUTRAL] And what number would that be?
[AGENT][NEUTRAL] I have a patient account, um.
[AGENT][NEUTRAL] Their policy number with us. I don't know what the member ID number you want.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that's uh.
[CUSTOMER][NEUTRAL] That's like a general uh member ID for any insurance company. It's, is usually in the patient's insurance card. It's called the member ID. It's, it's the main uh number. Sometimes that number has letters, but that, that will be the member ID. And we need to confirm that the insurance company has uh the same number that I see on my end.
[AGENT][NEUTRAL] The only, I see insured's unique ID. Now all I have is 02037599 ML 7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what's on the claim.
[CUSTOMER][NEUTRAL] Is this the first time you call uh for this patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To the, to the Mount Si Medical Center.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, unfortunately, since we cannot confirm the patient's member ID and you're calling like for as an insurance rep, we cannot disclose any information.
[AGENT][NEUTRAL] OK. Well, I'll just mail the checks to the address that's on the claim and they'll come back again and you all won't never get your checks then. It wasn't about a certain person, it's about where you want you all's checks to go.
[AGENT][NEGATIVE] Because if I reissue these checks, I have several checks on different people. If I reissue these checks, they're gonna come back again and you're not gonna get them again.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Y'all gonna, not gonna get your payment.
[CUSTOMER][NEUTRAL] I'm gonna place you on a brief hold uh and to, to, to double check something uh with one of my team members and I'll be right back with you.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Now, I have.
[AGENT][NEUTRAL] I have, uh, the copy of the claim. I just don't know what ID number you want.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct, and I understand, uh, I just need to verify that I'm able to, to share information with you about this patient just because we couldn't confirm the member ID and we always do that. So I'm just, I just.
[AGENT][NEUTRAL] But just let, let them know it's not on a specific person. We have several checks that has come back from Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII], and you say you were calling from Life Insurance, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, I'll be right back with you just give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling Mount Sinai Medical Center. We know your time is valuable, and we will be with you in just a moment. For information on the services offered at Mount Sinai, please visit our website at [PII].
[CUSTOMER][POSITIVE] At Mount Sinai Medical Center, we're constantly striving to offer the best in patient care. Opening in early [PII], the IRA and Norman Brain and Comprehensive Cancer Center will set a new standard for cancer treatment in [PII].
[CUSTOMER][POSITIVE] In collaboration with Columbia University, this groundbreaking facility will provide unparalleled access to top physicians, innovative clinical trials, and cutting edge treatments, all in a spacious healing environment overlooking this.
[CUSTOMER][NEUTRAL] Bay. The Braman Comprehensive Cancer Center will also offer a full suite of support services including nutrition counseling, physical therapy, and meditation classes, ensuring comprehensive care for both the body and mind. For more details, visit [PII].
[AGENT][POSITIVE] Oh nice.
[CUSTOMER][POSITIVE] March is Colorectal Cancer Awareness Month, a time to shine a light on prevention, early detection, and the importance of taking care of your health. Colorectal cancer is the 3rd most common cancer in the [PII], with more than 100,000 Americans diagnosed each year. But there is good news. Regular screenings can catch cancer early when it's most treatable, or even prevent it by detecting and removing precancerous growths.
[AGENT][NEUTRAL] I buy.
[CUSTOMER][NEUTRAL] The American Cancer Society recommends that adults at average risk start screening at age [PII], but if you have a family history or other risk factors, you may need to start even sooner. Don't wait until symptoms appear. Early detection.
[CUSTOMER][NEUTRAL] Saves lives. Talk to your doctor about the best screening option for you. To schedule an appointment with a [PII] physician, visit [PII] or call [PII].
[CUSTOMER][POSITIVE] Healthgrades has just released its highly anticipated [PII] list of America's top hospitals, and we're proud to announce that [PII] has been ranked in the top 2% of hospitals nationwide for the second year in a row.
[CUSTOMER][POSITIVE] Recognized as one of the top 100 best hospitals, this honor reflects our unwavering commitment to exceptional care, safety, and compassion across all specialties. This achievement builds on our consistent recognition as one of Health grade's top 5% of hospitals in the nation from [PII], highlighting our longstanding dedication to clinical excellence. Ready to experience our award winning expertise.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh, delete it.
[CUSTOMER][NEUTRAL] Schedule an appointment with one of our expert physicians by visiting [PII] or calling [PII]-CARE.
[CUSTOMER][POSITIVE] Proper nutrition is the foundation of a healthy weight and overall well-being. If you're struggling with weight management, [PII] Sinai offers the support and guidance you need. Our bariatric weight loss surgery program provides comprehensive care, combining expert nutritional counseling with medical and surgical options to help improve health and quality of life.
[CUSTOMER][NEUTRAL] Bariatric surgery is more than a weight loss solution. It can significantly improve or even resolve obesity-related conditions. To schedule an initial consultation, call [PII].
[CUSTOMER][NEUTRAL] Mount Sinai's Hildebrand Emergency Center is the only emergency center on [PII] and is open 24 hours a day, 7 days a week for any emergencies that may arise. The emergency center contains 50 private treatment rooms, 2 ultrasound machines, and an advanced CT scan for rapid imaging with minimal wait times.
[CUSTOMER][NEUTRAL] Staffed by board certified emergency physicians and backed by specialists in almost every field, Mount Sinai is the name you can trust for emergency care when you need it.
[CUSTOMER][POSITIVE] Mount Sinai Medical Center is pleased to offer MyChart, a free service that gives our patients secure online access to view their personal medical records and communicate with their Mount Sinai physicians. With MyChart, patients can send their doctors secure messages, view test results, request prescription refills, schedule appointments, and more, all from the convenience of the computer or smartphone.
[CUSTOMER][NEUTRAL] For more information or to sign up for your MyChart account, visit [PII] and click on the My Chart button.
[CUSTOMER][NEUTRAL] Did you know that Mount Sinai has an emergency center in? Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, thanks for holding. Um, are you able to uh to verify the patient's, uh, benefit, uh, number? She has to in the, in the card, the insurance card.
[AGENT][NEUTRAL] The benefit number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have a copy of her card with us?
[AGENT][NEUTRAL] Is that what you're looking at?
[CUSTOMER][NEUTRAL] Yeah, we have a copy of the card. mhm mhm.
[AGENT][NEUTRAL] OK, I have 02037599 ML 7.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You said 0205?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] On the claim you all have a 02037599 ML 7.
[AGENT][NEUTRAL] But then a her current policy with us is 02493478.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But it's OK. I'll
[CUSTOMER][POSITIVE] OK, yes, that, that matches it's OK, that matches with the information I see here. Thank you so much. So what was your question? How can I help you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we have gotten several checks back from you all, and I just wanted to get a correct address where uh you all's, uh, checks are supposed to go.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] We have several return checks from Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And they are going to and they're returning.
[AGENT][NEUTRAL] From [PII].
[AGENT][NEUTRAL] But I noticed on some newer claims that you all have seen in lately, they have a [PII], which address is correct?
[CUSTOMER][NEUTRAL] I will confirm with you in just a minute.
[CUSTOMER][NEUTRAL] OK, so our [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm gonna, I'll remail those checks out to that address then.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you and I appreciate your time.
[CUSTOMER][POSITIVE] No problem have a nice day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.