AccountId: 011433970860
ContactId: 572c9edc-b4b8-4505-805c-74c1d9ca029d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245039 ms
Total Talk Time (AGENT): 104565 ms
Total Talk Time (CUSTOMER): 82993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/572c9edc-b4b8-4505-805c-74c1d9ca029d_20250306T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi good morning my name is [PII]. I'm calling from physician practices of MSMC to get some help with the claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02300488 M for Mike, L for Lima, then the number 8.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII] and my extension is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's for [PII] and it's for $138.
[AGENT][NEUTRAL] OK, and you said it was for?
[AGENT][NEUTRAL] What date? I'm sorry, you said May or [PII]?
[CUSTOMER][NEUTRAL] It's [PII] of last year.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] 138. OK, and you're calling from?
[CUSTOMER][NEUTRAL] Physician practices of Mount Sinai Medical Center.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And it looks like this claim processes office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK. Is there a way I could get a copy of the EOB?
[AGENT][NEUTRAL] Uh, yes, ma'am. Like I said, we do have that online service center, but if you want it faxed, I can fax that to you.
[CUSTOMER][NEUTRAL] Every time I use the online portal, nothing ever comes up. I don't know what it is, but I've tried, but it doesn't work for me. I don't know why, but yeah, that would be great.
[AGENT][NEUTRAL] You talking about as far as initially trying to set up or already set up and trying to look for the claim?
[CUSTOMER][NEGATIVE] It's, I'm already set up. I tried, I called the other day too, and it's the same, it was a different patient and I just, I can't get anything to pull up. I don't know why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sometimes that happened and maybe because we haven't received the claim or it does have a, I think a quicker way to where you can pull up a claim if you have the claim number, but um I can definitely fax it to you. What's that fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I will fax that over to you and spell your name for me. I, I know it's silly, but I know I've misspelled your name.
[CUSTOMER][NEUTRAL] That's OK. It's [PII]
[AGENT][POSITIVE] [PII] Awesome. OK, well, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am that's everything thank you so much and you have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye.