AccountId: 011433970860
ContactId: 87c5bd00-4970-49c6-95d6-c3275c751b64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328320 ms
Total Talk Time (AGENT): 121892 ms
Total Talk Time (CUSTOMER): 71513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/87c5bd00-4970-49c6-95d6-c3275c751b64_20250529T16:30_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 on behalf of Mount Sinai Medical Center. How are you?
[AGENT][NEUTRAL] I'm fine and yourself?
[CUSTOMER][POSITIVE] I'm good thank you. I'm just calling for a claim status please.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 256-897-3.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Awesome thank you. Let's see, and do you have the data service and amount of the charge?
[CUSTOMER][NEUTRAL] 11 7 2024 and it's $87.00.
[AGENT][NEUTRAL] Thank you. And do you have a call back, uh, not call back. I'm sorry, uh, the balance after primary is processed the claim?
[CUSTOMER][NEUTRAL] Rough it was $40.86.
[AGENT][NEUTRAL] 4086. OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And um you're calling from?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center Cardiology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or MSMC Cardiology.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Give me one moment, my computer is running a little slow.
[CUSTOMER][POSITIVE] Of course, no worries.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, it looks like uh the claim was received, but it was a notice that was sent. It says we are unable to accept assignment of benefits for a claim due to a discrepancy report reported to us by the IRS that is a combination of the name and taxpayer ID or identification number on your account. Please visit the IRS website for additional information on how to resolve this issue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And stop uh backup withholding. Once this has been resolved with the IRS, please send APL a copy of the updated information.
[CUSTOMER][NEUTRAL] And this is to the provider or the patient?
[AGENT][NEUTRAL] Uh, this was sent to the provider.
[CUSTOMER][NEUTRAL] Oh, would you be able to fax me a copy of that?
[AGENT][NEUTRAL] 1.
[AGENT][NEUTRAL] Oh, the EOB?
[CUSTOMER][NEUTRAL] Because I don't think we ever.
[CUSTOMER][NEUTRAL] Yeah, I guess.
[AGENT][NEUTRAL] OK, let me just make sure I can pull it up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Uh, can you just provide me the claim number please?
[AGENT][NEUTRAL] Sure, it's 3572812.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Perfect and then just the process date or the denial date please.
[AGENT][NEUTRAL] Uh, this was processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] March. OK, perfect. And lastly, can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time and your help today I really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.