AccountId: 011433970860
ContactId: 56d7832d-436c-4692-988a-226f0723901c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215119 ms
Total Talk Time (AGENT): 83452 ms
Total Talk Time (CUSTOMER): 59782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/56d7832d-436c-4692-988a-226f0723901c_20250131T18:56_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. This is
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII], good afternoon. This is [PII] calling from Mount Sinai Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] OK, [PII], so you're trying to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with that.
[AGENT][NEUTRAL] In [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you just said the phone number was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] And that will be 01.
[CUSTOMER][NEUTRAL] 826191.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and what is the date of service? Oh well, first off, again, any information that I provide for you would be a verification of benefits and not a guarantee of payment. So what is the data service and total bill amount in question?
[CUSTOMER][NEUTRAL] [PII] with the amount of 14,749. 98 cents after primary pay 3,819 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we do not have any claims on file for her for those dates of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe you already know this, [PII], that when the claim is submitted to APO for review, make sure to send a copy of the primary insurance explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] And what is the reference number for this call?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] All right. And is there any
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Oh, you're welcome and you already have our portal website as well too, don't you for checking claim status? OK, well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.