AccountId: 011433970860
ContactId: 6a0ab670-0990-4953-b3f0-886fd4080652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274350 ms
Total Talk Time (AGENT): 118808 ms
Total Talk Time (CUSTOMER): 70695 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6a0ab670-0990-4953-b3f0-886fd4080652_20250227T21:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from physician practices Mount Sinai Medical Center Cardiology, and I wanted to check on the status of a claim.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with that claim status. Excuse me, I apologize. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 01755259.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be a pleasure to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For $337.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] All right, thank you. And what is the name of the facility?
[CUSTOMER][NEUTRAL] It is MSMC Cardiology LLC.
[AGENT][POSITIVE] All right, thank you. I can help you with that claim status.
[AGENT][NEUTRAL] [PII], I'm showing that we received that claim on [PII].
[AGENT][NEGATIVE] And processed on [PII] and it was denied because office visits are not covered for the patient's plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you fax me a copy of the explanation of benefits?
[AGENT][POSITIVE] I can, and we also have a provider portal that you can get that EOB instantly from, and I can help you with that if you prefer.
[CUSTOMER][NEGATIVE] I thought the um APL portal had already been taken down.
[AGENT][NEUTRAL] Mm, and not at [PII]?
[AGENT][NEUTRAL] We haven't taken her before then.
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that, please?
[AGENT][POSITIVE] Sure. It is secured, S E C U R E D as in delta delta, data, yeah.
[AGENT][POSITIVE] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will you fax me one though?
[AGENT][NEUTRAL] Sure, let me get, just get that together. It take me just a minute, so bear with me. Can I put it to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And [PII], do you spell your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] You spell it the right way. Good deal.
[AGENT][NEUTRAL] It's just taking me just a minute to get this up. Bear with me.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You want me to give you that claim number while I'm getting this prepared?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Claim number is 338.
[AGENT][NEUTRAL] 0617.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And just to verify that fax number I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's on the way for you, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, is there a reference number for the call?
[AGENT][NEUTRAL] It would be my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] And thank you, [PII] for calling EPL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Bye-bye. Thank you.