AccountId: 011433970860
ContactId: 9bfaf465-1d22-4fa3-a1cd-6134751e407b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399260 ms
Total Talk Time (AGENT): 111283 ms
Total Talk Time (CUSTOMER): 133864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9bfaf465-1d22-4fa3-a1cd-6134751e407b_20250505T19:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. This is [PII] calling from Moina Medical Center. I need um to get claim status, please.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that will be 02496.
[CUSTOMER][NEUTRAL] 789.
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back to you if you don't mind. I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the patient's?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0, [PII]. Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And [PII], you said your checking claim status. Can you provide the date of service in charge?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and build amount $44,279.95.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when was this claim submitted to us?
[CUSTOMER][NEUTRAL] Electronically on [PII].
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What's the name of the hospital?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I'm not showing data service [PII] through [PII] for 447.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that's what I have [PII], year of [PII]. The total bill is 44,279 and some change. That claim is not received at this time.
[CUSTOMER][NEUTRAL] OK, reference number?
[AGENT][NEUTRAL] My name in today's day is [PII] First initial last name is [PII]. Do you have any other questions?
[CUSTOMER][NEUTRAL] Yes, I do have another member. Give me a moment.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] That will be 02496789.
[CUSTOMER][NEUTRAL] It's for the same policy number but under [PII]. [PII], date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the data service?
[CUSTOMER][NEUTRAL] [PII] and the bill amount 7,67952.
[AGENT][NEUTRAL] OK, this is an individual policy that patient is not on this plan.
[CUSTOMER][NEUTRAL] No, does the member have their own policy?
[AGENT][NEUTRAL] Yeah, the first person you gave me name is [PII]. That's the status that I gave you before. The claim is not received.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What about for [PII]?
[AGENT][NEUTRAL] This is an individual policy which means there's no one else under the policy.
[CUSTOMER][NEUTRAL] Right. Can, right. Can you search if the member has their own policy?
[AGENT][NEUTRAL] OK, so it's not under 249-6789. If you could spell the first and last name for me, I could check for you.
[CUSTOMER][NEUTRAL] OK. [PII], first name, [PII]
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Then it will be [PII]
[AGENT][NEUTRAL] OK. So you do not.
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] OK, what is the [PII]? Is that a middle name? Or is it two last names?
[CUSTOMER][NEUTRAL] I believe so, yeah.
[AGENT][NEUTRAL] Can you confirm the last name?
[CUSTOMER][NEUTRAL] Middle name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we just need the first and last.
[AGENT][NEUTRAL] And so you do not have an ID card for this patient?
[CUSTOMER][NEUTRAL] No. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] Yeah, I'm not showing a policy under this name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much. It's so.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Mm mm, no, that was all. Thank you, bye.
[AGENT][POSITIVE] OK, thank you for calling