AccountId: 011433970860
ContactId: 4db93166-d3af-4a28-a12d-ac5e734a6406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168720 ms
Total Talk Time (AGENT): 70405 ms
Total Talk Time (CUSTOMER): 67847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4db93166-d3af-4a28-a12d-ac5e734a6406_20250228T20:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. How are you?
[AGENT][NEUTRAL] I'm fine, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't catch yours.
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I'm just calling for a claim status please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and spell your name for me, please. That's a unique name.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you. It's [PII]
[AGENT][NEUTRAL] We, that's pretty, but it's really different. OK, and what's that policy number?
[CUSTOMER][POSITIVE] Yes thank you.
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] Uh, the policy is 2476812.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and amount of the charge.
[CUSTOMER][NEUTRAL] Data services [PII]. The bill amount was $244.40.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And do you have a balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Yes, ma'am. It was $55.14.
[AGENT][NEUTRAL] OK, you're calling from again? I know you've said it several times.
[CUSTOMER][NEUTRAL] Yes, physician practices MSNC Mount Sinai Medical Center.
[AGENT][NEUTRAL] OK. Um, I show that claim process is office visits are not covered, nor procedures performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] Ok uh office.
[CUSTOMER][NEUTRAL] OK, can I have a claim number?
[AGENT][NEUTRAL] Uh yes, ma'am. It's 354-052-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect and just the date of the processing please.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Perfect. And lastly, can I just have a reference number please [PII]?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] I appreciate your time and your help today.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APM Miss [PII]. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.