AccountId: 011433970860
ContactId: 7ef14806-9429-429d-a0f0-8fca5795f84d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226419 ms
Total Talk Time (AGENT): 87106 ms
Total Talk Time (CUSTOMER): 70908 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7ef14806-9429-429d-a0f0-8fca5795f84d_20250318T16:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center, and I was calling to verify if you ever received a claim from one of our patients.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have 142.
[CUSTOMER][NEUTRAL] 0494
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] This one is fairly old. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With a billed amount of.
[CUSTOMER][NEUTRAL] $10,0055.02.
[AGENT][NEUTRAL] Do you by chance have any amount due after the primary?
[CUSTOMER][NEUTRAL] It was $200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, so it looks like we did receive a claim for the state of service. The claim was received on [PII].
[AGENT][NEUTRAL] And there was a payment sent uh to the provider in the amount of $200 in the form of a single check it looks like.
[CUSTOMER][NEUTRAL] Do you have the check number?
[AGENT][NEUTRAL] Check number is 1705829.
[CUSTOMER][NEUTRAL] And the date of the check.
[AGENT][NEUTRAL] Uh, looks like the check was issued [PII].
[CUSTOMER][NEUTRAL] Would it be possible for you to fax me a copy of the EOB with the check?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] Awesome. I, I, I apologize for asking because it's, it's, it's ancient and forever old, but
[AGENT][POSITIVE] What is a good.
[CUSTOMER][NEUTRAL] I still need it.
[AGENT][POSITIVE] It's OK, no worries. What's a good fax number?
[CUSTOMER][NEUTRAL] 866.
[CUSTOMER][NEUTRAL] 269.
[CUSTOMER][NEUTRAL] 073 7
[AGENT][NEUTRAL] And she remark
[CUSTOMER][NEUTRAL] And you can pass it to my attention.
[AGENT][NEUTRAL] At 10, OK.
[CUSTOMER][NEUTRAL] Attention [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, I will I am sending that now, so give it about 5 minutes and it should be there. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] I just need a reference number for our call.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] to my name is [PII].
[CUSTOMER][POSITIVE] OK alright thank you very much I appreciate it.
[AGENT][POSITIVE] My pleasure. You have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye bye