AccountId: 011433970860
ContactId: 9c3ebe9a-4825-4d7c-a604-2d54943e8bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244639 ms
Total Talk Time (AGENT): 103728 ms
Total Talk Time (CUSTOMER): 76529 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/9c3ebe9a-4825-4d7c-a604-2d54943e8bae_20250410T17:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm a medical. I need a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. You're calling from which facility for meditation?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0260549 M. Mary, L Larry, number 8.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Mm, OK, I'm missing a digit. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Uh, yes. Hold on. It's 02605459 and Mary, L Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] built amount, it's $1,253.50.
[AGENT][NEUTRAL] OK, so [PII] and let me see if I can find this claim and for future, you can check claim status online through our website at [PII] and that's just optional. And let me look at this one. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah let me.
[AGENT][NEUTRAL] EP.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I'm waiting on the EOB bear with me.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, mhm, we process the claim on [PII].
[AGENT][NEUTRAL] Um, she was yesterday. And we send a benefit amount of $501 to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, is there any check available too soon?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there a check number available or that's too soon?
[AGENT][NEUTRAL] Oh no, yeah, there is a check available. Um, the check number is 203.
[AGENT][NEUTRAL] 786-6 and this is a single check, a paper check?
[CUSTOMER][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] Mhm. OK. And can you provide me the claim number?
[AGENT][NEUTRAL] Sure. The claim number is 3586973.
[CUSTOMER][NEUTRAL] OK. OK, so, and your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, so that's all I needed to know. Thank you very much and have a wonderful day, OK?
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL. Have a good evening, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.