AccountId: 011433970860
ContactId: 4b6bf07c-77e5-4cc4-8d86-b971280ff78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417320 ms
Total Talk Time (AGENT): 101746 ms
Total Talk Time (CUSTOMER): 97834 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4b6bf07c-77e5-4cc4-8d86-b971280ff78e_20250617T13:41_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 Facility of Cedar Sinai Medical Center to check on claims.
[AGENT][NEUTRAL] I can help you with claim status. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. My callback number [PII] with an extension [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes. Uh, the policy member's ID number 01.
[CUSTOMER][NEUTRAL] 618-814.
[CUSTOMER][NEUTRAL] So sorry, that's not the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm. The yeah, the policy number which you have, it's 019.
[CUSTOMER][NEUTRAL] 39659.
[AGENT][NEUTRAL] 01939659.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Is the patient's name [PII]?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah, I have a date of service which is for
[CUSTOMER][NEUTRAL] It's data service range which starts from [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, it looks like we've received this claim on [PII]. It was processed the next day on [PII].
[AGENT][NEUTRAL] The claim number is
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 75677
[AGENT][NEUTRAL] And it looks like we paid $1000 towards this claim.
[CUSTOMER][NEUTRAL] $8000.
[AGENT][NEUTRAL] $1000.
[CUSTOMER][NEUTRAL] OK, uh, do we have any patient liability in this claim?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK. And also can I get the payment details?
[AGENT][NEUTRAL] Sure, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright. The check number is 20.
[AGENT][NEUTRAL] 32819.
[AGENT][NEUTRAL] It looks like we issued this check on [PII].
[AGENT][NEUTRAL] And it was cleared on [PII].
[CUSTOMER][NEUTRAL] OK, is this a single payment of check or is bulk amount?
[AGENT][NEUTRAL] Uh, it came as a single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], if you don't mind, could you please just send that copy of your BN fax.
[AGENT][NEUTRAL] You would like a copy of the EOB?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the attention to go to uh you?
[CUSTOMER][NEUTRAL] No, just attention.
[CUSTOMER][NEUTRAL] The patient account reference number which is 127.
[CUSTOMER][NEUTRAL] 223 26.
[AGENT][NEUTRAL] I'm sorry, could you repeat that one more time for me?
[CUSTOMER][NEUTRAL] Yes, it's 127.
[CUSTOMER][NEUTRAL] 223
[CUSTOMER][NEUTRAL] 26
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK to confirm, I have [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright I just sent that over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And also [PII], can I get the insurance of your last name? Yeah, your last name is [PII] and the call reference.
[AGENT][NEUTRAL] OK, so we don't have call reference numbers, but you can use my name.
[AGENT][NEUTRAL] Um, and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] OK, that's all for today. Thank you so very much. Have a great rest day. bye. Take care.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.