AccountId: 011433970860
ContactId: 69dc0880-38e3-46ad-b07f-bf6dee034497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251020 ms
Total Talk Time (AGENT): 139971 ms
Total Talk Time (CUSTOMER): 81093 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/69dc0880-38e3-46ad-b07f-bf6dee034497_20250320T18:07_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center for claim status, please.
[AGENT][NEUTRAL] [PII] can certainly help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 02496789.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh this is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. um, well I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see, is there a particular build amount that I should be looking for?
[CUSTOMER][NEUTRAL] Yes, $9,726.18.
[AGENT][NEUTRAL] OK, I don't see it here. Um, do you, uh, remember where you, uh, what address you sent it to, or because I'm not showing it in our files and, uh, we do have a new PO box number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not on file.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK. Did the patient have active coverage on that date?
[AGENT][NEUTRAL] Yes, this policy actually went into effect on December, excuse me, forgive me, it's [PII], and this policy is active. So on [PII], she certainly would have been active. Um, I don't think that's the problem. I, I think, uh, it's possible that it, you know, as, as I said, we have a new PO box number in [PII], and if it didn't go there, uh, or you can uh submit it online if you would like, um, but for whatever reason, I simply don't have the claim. Um, now, we don't have any timely filing.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Excuse me
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So if you would like to get that to us again, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the first can I have the electronic payer number? Is there one?
[AGENT][NEUTRAL] Yes, um, 60801.
[CUSTOMER][NEUTRAL] 60801 is the electronic payer number. Let me see something really quick.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I didn't have that there and what is the PO box? you said it's a new address. What is it?
[AGENT][NEUTRAL] Yes, our PO box address is um
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I also have a fax number. We also have a, uh, a web address if you wish to, uh, um, send it to us online, and that is at [PII]. And once we receive it, it usually takes us about 3 to 6 business days to process.
[AGENT][NEUTRAL] Um, so, uh, the quicker.
[CUSTOMER][NEUTRAL] What and you said you guys have a a fax number too?
[AGENT][NEUTRAL] Absolutely. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 9423 and if you, if you wish to do that as well um I won't, I won't see the facts for 24 hours, it does go to another location, but again, it takes about 2 to 3 business days for these to be processed, so we try to get them out as quickly as possible.
[CUSTOMER][NEUTRAL] Right, OK, um, is there a reference number for the call?
[AGENT][NEUTRAL] My name is [PII] and the first letter of my last name is [PII], and we're gonna use that in today's date as a reference. Now, is this the only date of service that we're looking for for [PII]? Is there OK.
[CUSTOMER][POSITIVE] Yeah, yes, that's all I have in front of me. Yeah, perfect. Thank you so much for all the information. You have a great afternoon. Thank you.
[AGENT][NEUTRAL] Oh, OK, great. Well,
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thanks for contacting APO. Have a good day