AccountId: 011433970860
ContactId: 995bcb92-dc72-42a3-9b69-1929852753c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236139 ms
Total Talk Time (AGENT): 92238 ms
Total Talk Time (CUSTOMER): 79039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/995bcb92-dc72-42a3-9b69-1929852753c7_20250214T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, your name is what?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. OK, thank you. Yes, good morning. This is [PII] calling from Mont Sinai Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01826191.
[AGENT][POSITIVE] OK. Thank you, ma'am.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of charge?
[CUSTOMER][NEUTRAL] [PII] with the billed amount of $14,749.98.
[CUSTOMER][NEUTRAL] After primary paid 3,819 even.
[AGENT][NEUTRAL] You said 300, I'm sorry, what was that, um, total, uh, the primary, I'm sorry.
[CUSTOMER][NEUTRAL] $14,749.98.
[AGENT][NEUTRAL] No, the balance after primary, I'm sorry.
[CUSTOMER][NEUTRAL] $3,819 even.
[AGENT][NEUTRAL] 19. OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] OK. And you're calling from?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] OK, thank you, ma'am. And while I'm looking up claim information, uh, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I show the claim looks like it processed nope, not today. Give me a moment, I'm sorry.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Uh, processed on [PII] and a check was mailed in the amount of $38,190.
[CUSTOMER][NEUTRAL] When it was received.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And paid
[CUSTOMER][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] 397.
[CUSTOMER][NEUTRAL] And paid on the [PII], right?
[AGENT][NEUTRAL] On the, yes, [PII], uh, payment, it was processed on the [PII], so the payment was sent out the next business day.
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 2,025,970.
[CUSTOMER][NEUTRAL] Um, and, that was a single payment?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] 3559628.
[CUSTOMER][NEUTRAL] Reference number for today's school.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you very much. That was it.
[AGENT][POSITIVE] OK, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.