AccountId: 011433970860
ContactId: 502e2140-b95b-411d-ac6f-c440ccd963c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482399 ms
Total Talk Time (AGENT): 104222 ms
Total Talk Time (CUSTOMER): 184253 ms
Interruptions: 14
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/502e2140-b95b-411d-ac6f-c440ccd963c9_20250121T17:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling sale. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling sales.
[CUSTOMER][NEUTRAL] Um, hello, this is [PII]. The initial of my last name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. I would like to check claim status with you guys.
[AGENT][NEUTRAL] OK, I can help you with claim status, Ms. [PII].
[CUSTOMER][POSITIVE] OK, I can help you with my status.
[AGENT][NEUTRAL] What is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, um, callback number it is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Thank you. And what is the name? Patient's name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK, and what is [PII]'s date?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes, it is 02.
[CUSTOMER][NEUTRAL] 0375
[CUSTOMER][NEUTRAL] 93.
[CUSTOMER][NEUTRAL] Emma in Mary.
[CUSTOMER][NEUTRAL] L as in Lima, the number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And then what is the date of service?
[CUSTOMER][NEUTRAL] And then what is the data service?
[CUSTOMER][NEUTRAL] Yes, date of service, it is.
[CUSTOMER][NEUTRAL] [PII] and the the amount was $791.08.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] Thank you. And then what is the charge?
[CUSTOMER][NEUTRAL] the primary
[CUSTOMER][NEUTRAL] Um, it is $482.56.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold and I'm gonna look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[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][POSITIVE] Hi Miss [PII], this is [PII] back with you again. Thank you for waiting.
[CUSTOMER][POSITIVE] Hey, this is [PII] back with you again thank you.
[CUSTOMER][NEUTRAL] Um, yes, I'm still here.
[AGENT][NEUTRAL] OK, I did find the claim.
[CUSTOMER][NEUTRAL] OK, I did find the claim. Mhm. And it's on.
[AGENT][NEUTRAL] And it's on a different policy number. The policy number you gave me was lapsed, but this one is active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] la
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Um, can I have the, um, policy number active?
[AGENT][NEUTRAL] Yes, it's 24.
[CUSTOMER][NEUTRAL] Yes, it's 24.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 487.
[CUSTOMER][NEUTRAL] 487
[CUSTOMER][NEUTRAL] 24934887
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so you did receive the um claim and what happened with that claim?
[AGENT][NEUTRAL] OK, so we received the claim on [PII].
[CUSTOMER][NEUTRAL] So we received the claim on [PII]. Mhm.
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] And it was processed
[AGENT][NEUTRAL] The claim number is 35.
[CUSTOMER][NEUTRAL] The claim number is 35.
[AGENT][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 34
[AGENT][NEUTRAL] 388.
[CUSTOMER][NEUTRAL] 388
[AGENT][NEUTRAL] And it was paid with check number.
[CUSTOMER][NEUTRAL] And it was paid with check number.
[AGENT][NEUTRAL] 2015443
[CUSTOMER][NEUTRAL] 201544.
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] It was paid on [PII].
[AGENT][NEUTRAL] And the check cleared on [PII].
[CUSTOMER][NEUTRAL] And that click here on.
[CUSTOMER][NEUTRAL] Um, I'm sorry, when the check was sent?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it was checked?
[AGENT][POSITIVE] It was cleared.
[CUSTOMER][POSITIVE] It was cleared.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII] and how much is that um allowed amount?
[AGENT][NEUTRAL] The check amount is $791.08.
[CUSTOMER][NEUTRAL] The check amount is $791.
[CUSTOMER][NEUTRAL] $791.08.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you so much for that information. Um, just to confirm one more time, claim number it's 353438-8, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes. OK, thank you so much um just for my records, can you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Oh sorry, and do you guys um provide reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Yes ma'am, you you
[CUSTOMER][POSITIVE] OK, thank you so much for the information. You have a nice day.
[AGENT][POSITIVE] You too, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] You too, Ms. [PII], and thank you so much for calling ATL. Bye.
[AGENT][NEUTRAL] Bye bye.