AccountId: 011433970860
ContactId: 809dba12-ca40-451e-b786-5557d5de66b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255210 ms
Total Talk Time (AGENT): 128728 ms
Total Talk Time (CUSTOMER): 65735 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/809dba12-ca40-451e-b786-5557d5de66b6_20250130T21:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Yes, I do apologize. Can you repeat your name?
[AGENT][NEUTRAL] Oh, yes, it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][POSITIVE] Hey, I'm wonderful. Thank you so much for asking. And how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get the status of a claim, please.
[AGENT][POSITIVE] OK, I'd love to help you with claim status. May I have your name and a good call back number real quick?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then may I have your name as well please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And how
[AGENT][POSITIVE] Let me see, I'm so sorry.
[AGENT][POSITIVE] There it is perfect. And may I have that policy number, please?
[CUSTOMER][NEUTRAL] Yes, that will be.
[CUSTOMER][NEUTRAL] 02288203.
[AGENT][POSITIVE] Wonderful, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, I'm so sorry. I'm just pulling up that policy. It's just taking a moment.
[AGENT][NEUTRAL] Alrighty and can you verify the member's first and last name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and do you have the claim number you want to look at or is there a data service you want me to search with?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just general thought is to see if you guys receive the claim.
[AGENT][NEUTRAL] Oh, OK, yeah, so what was that date of service and I can let you know if I received the claim.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of 13,35588 after primary pay 1450.
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] And the name of the facility on file for that claim?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][POSITIVE] All right, perfect. I really appreciate your patience on that. Um, it does look like we received the claim, yes, it looks like we received the claim on [PII]. We processed it [PII].
[AGENT][NEUTRAL] I have your claim number listed as 3551231.
[AGENT][NEUTRAL] And it looks like that claim had benefits payable. Um, they were paid out by a single check in the amount of 140 I'm sorry $1450.
[AGENT][NEUTRAL] I show the check number listed is 20222888. I'm sorry, I think I give you too many twos. 0222888.
[CUSTOMER][NEUTRAL] How many eggs?
[AGENT][NEUTRAL] 38
[CUSTOMER][NEUTRAL] And so
[AGENT][NEUTRAL] 2 2s in the middle, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] Yeah, you bet your reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And when, when um this payment was made on?
[AGENT][NEUTRAL] Um, the check was made on [PII]. It would have been put in the mail the following day on the [PII].
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Are you speaking [PII] of last year or this year?
[AGENT][POSITIVE] I'm so sorry. I definitely said [PII], but [PII] is how it was written out, and I just put the two ones together. I'm so sorry.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Have a wonderful day.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] You too thank you so much for calling APL take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.