AccountId: 011433970860
ContactId: 5394fb9b-e497-4600-8833-2f655ecef192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413959 ms
Total Talk Time (AGENT): 119209 ms
Total Talk Time (CUSTOMER): 108240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5394fb9b-e497-4600-8833-2f655ecef192_20250529T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good morning. This is [PII] calling from On Sinai Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02140683.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and tell them about.
[CUSTOMER][NEUTRAL] $24,848.09.
[AGENT][NEUTRAL] Um, do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Yes, 1000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So we did receive a claim, [PII] for this on [PII]. The claim was processed on [PII]. There was a benefit payment sent in the amount of $1000.
[AGENT][NEUTRAL] And that was in a single check.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 204-472-3
[CUSTOMER][NEUTRAL] 723.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this will send when?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] When did you guys send the, the check?
[AGENT][NEUTRAL] Uh, so the claim is processed on the [PII]. It would have been mailed that day or a day after. Let me see what day the [PII] was.
[AGENT][NEUTRAL] Yeah, [PII] was a Thursday, so it would have been mailed that Thursday or Friday.
[CUSTOMER][NEUTRAL] OK. What is the um claim number?
[AGENT][NEUTRAL] 360.
[AGENT][NEUTRAL] 1819.
[CUSTOMER][NEUTRAL] 19, OK.
[CUSTOMER][NEUTRAL] And reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] The initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK, give me a moment. I do have another member.
[CUSTOMER][NEUTRAL] 1:15. Let me put it in.
[CUSTOMER][NEUTRAL] Follow up on [PII] OK.
[CUSTOMER][NEUTRAL] Let me look for the other thing.
[CUSTOMER][NEUTRAL] OK, I have the member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02503264.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Nara, [PII].
[AGENT][NEUTRAL] You need a service?
[CUSTOMER][NEUTRAL] They are 3 18 2025.
[AGENT][NEUTRAL] And build them out
[CUSTOMER][NEUTRAL] $31,101.60 after primary pay, $2,0003.60.
[AGENT][NEUTRAL] OK, so this claim is received on [PII]. Claim is processed and paid on [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $2,0003.60. This is in a single check.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] Uh check number is gonna be 204-4724.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 360-183-6.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] 2025. I do have another member.
[AGENT][NEUTRAL] OK, let me just note this one really quick one moment.
[CUSTOMER][NEUTRAL] Let me go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'm ready for the next one when you are.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] At the moment that was full. Thank you very much. I do appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.