AccountId: 011433970860
ContactId: 92bfa57e-7261-4a33-9052-3e64ded26e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356839 ms
Total Talk Time (AGENT): 98813 ms
Total Talk Time (CUSTOMER): 135384 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/92bfa57e-7261-4a33-9052-3e64ded26e90_20250521T21:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My name is [PII]. I'm calling from Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] I'm trying to check the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Uh, uh, patient's name is [PII]. [PII] is spelled [PII] is spelled [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy ID is 018261.
[CUSTOMER][NEUTRAL] 85.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] OK, the date of service is [PII].
[CUSTOMER][NEUTRAL] Mm, the total amount of the claim is $29.
[AGENT][NEUTRAL] 29
[CUSTOMER][NEUTRAL] Yes, $29.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $13.62.
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a quick hold while I put this claim and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII], for holding for me.
[CUSTOMER][POSITIVE] Thank you [PII] for holding for me.
[AGENT][NEUTRAL] So looking for data service [PII] for [PII] and Mount Sinai as the facility, I do not find a claim on file for the amounts that you have given me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So in that case, maybe you haven't received it. Um, I will need to resubmit the claim.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to confirm, to submit a claim, the billing address I have is [PII].
[CUSTOMER][NEUTRAL] Uh, MS [PII]. Is that correct?
[AGENT][NEUTRAL] No, sir. That's not correct. Let me give you the good claims mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII]. Can you please repeat the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] uh let me repeat it for you you have B?
[CUSTOMER][NEUTRAL] [PII], is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you. Uh, do you have any payer ID?
[AGENT][NEUTRAL] Yes, sir. It's 60801.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect, thank you [PII]. [PII] is your name, right?
[AGENT][NEUTRAL] Yes, it is. It's [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, you said [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. I do appreciate your assistance today to uh to.
[AGENT][POSITIVE] Well, you're welcome, [PII]. You're welcome. Is that everything I can help you with today, sir?
[CUSTOMER][POSITIVE] Thank you, have, have.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That, that, that is, that is all for today. Thank you.
[AGENT][POSITIVE] OK, well, thank you for calling APL. You have a good night.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.