AccountId: 011433970860
ContactId: 8bf33bcb-8f9f-4f0a-b7e8-ab9dbf56d340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302959 ms
Total Talk Time (AGENT): 106038 ms
Total Talk Time (CUSTOMER): 68691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8bf33bcb-8f9f-4f0a-b7e8-ab9dbf56d340_20250618T18:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, so my name is [PII]. I'm a medical provider. I need a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center of Florida.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02291433 M. like Mary L. Larry, number 7.
[AGENT][POSITIVE] All right thank you one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] the amount is $29,638.29.
[AGENT][NEUTRAL] OK, thank you. OK, let me see if I can find this claim, and that was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And then
[AGENT][NEUTRAL] Hi this one.
[AGENT][NEUTRAL] Was it from the [PII] instead of the [PII]?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Was it the date of service, [PII] instead of [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK, bear with me. Let me just look into this documents right here.
[AGENT][NEUTRAL] waiting on the documents. I'm sorry, it's taking a little bit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $9,638.29. OK, so it is this one.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Alright, so it looks like we processed this claim on [PII] and we send a benefit amount of 1500, which is the maximum payable on the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, 1500. OK.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] And when was the claim received? I'm sorry.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And I need the claim number if it's possible.
[AGENT][NEUTRAL] OK, sure. The claim was received [PII], processed [PII], and the claim number is 3612746.
[CUSTOMER][NEUTRAL] 46. OK. Uh, is there any check number available?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, the check number is 2049823.
[CUSTOMER][NEUTRAL] 23. OK, so that was already sent to us.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] OK, that's all I needed to know. So thank you very much have a wonderful day, OK?
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good day, Miss [PII]. No problem.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No.