AccountId: 011433970860
ContactId: 48c5ce8f-1671-46f5-a655-1343747842d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657210 ms
Total Talk Time (AGENT): 109167 ms
Total Talk Time (CUSTOMER): 84991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/48c5ce8f-1671-46f5-a655-1343747842d9_20250325T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Mount Sinai Medical Center. May I have your name again?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you very much. I was calling about a copy of an EOB that I received by fax, and I needed to know if you could, if I give you the check number, can you verify if the check was cashed?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh, sure, yes, I can assist you with that information, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] All right. Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] I have policy number 01420494.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the claim number or the check number?
[CUSTOMER][NEUTRAL] I have the claim number is.
[CUSTOMER][NEUTRAL] 312-415-9
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this is for date of service um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, payment of $200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the check number 1705829.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I clear back on [PII].
[CUSTOMER][NEUTRAL] Is there any way you could send me a copy of the check, fax me a copy of the check?
[AGENT][NEUTRAL] I had to request that. We don't have it um where we can um see it. It has to be requested by the bank.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you need this, um, you said you need a fax. What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me go ahead and send this request over to get that sent by the bank. Do you mind holding for me?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, I sent that request and now I was uh notified that we don't know how long it's gonna take because it's an old check and we'll have to check and see if the bank will have a copy of that and send it. So it may be um today or tomorrow before you, you get anything. Um, it's usually 24 to 48 hours, OK? Business hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, is there a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Alright thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today? You need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, you gave me the spelling of your name. Thank you very much.
[AGENT][POSITIVE] OK. You're welcome. You have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you