AccountId: 011433970860
ContactId: 9ec8af3f-942f-4d9c-8125-295a5b984f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325119 ms
Total Talk Time (AGENT): 111991 ms
Total Talk Time (CUSTOMER): 93379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9ec8af3f-942f-4d9c-8125-295a5b984f79_20250430T15:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from the broker's office. I just wanted to confirm if you guys received the specific claim uh for processing for a member.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure 1 2nd.
[CUSTOMER][NEUTRAL] 20722.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just.
[AGENT][NEUTRAL] What is the last name and the first name of the member, the insured?
[CUSTOMER][NEUTRAL] The last name is [PII] and then first name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what is her date of birth? Here she is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And can I get your email address just for verification, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is the date of service for that claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] ER visit.
[CUSTOMER][NEUTRAL] Um, let me confirm here one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was for um EMBCC patient services.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me pull this paperwork and see where this is coming from.
[CUSTOMER][NEUTRAL] Well it was for services for um.
[CUSTOMER][NEUTRAL] From Mount Sinai Medical.
[AGENT][NEUTRAL] Once I, OK.
[AGENT][NEUTRAL] Do you know the charge amount to see if it's the same one we got?
[CUSTOMER][NEUTRAL] 2,666.
[AGENT][NEUTRAL] Yeah, one second.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] $456.61.
[CUSTOMER][NEUTRAL] Uh, no, well, on the invoice that I got, it only says 2,666.
[AGENT][NEUTRAL] Oh, OK, let me, let me call this one, I, we did receive one for [PII] and I for an ER visit, um, yeah, it's a little bit different. I'm not sure if you're looking at the same one which is for the facility or you're looking at the doctor's one, but we did receive the one from Mons and I and we did send the payment for the ER visit.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, hold on, um.
[CUSTOMER][NEUTRAL] Yeah it says emergency provider charge on the description for the bill.
[AGENT][NEUTRAL] So it's for the provider. Got you. Yeah, we have not received the one from the provider. This is just for the facility.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, if I could just have a reference number for the call you guys give that.
[AGENT][NEUTRAL] We don't have a reference numbers, you can use my name and today's date. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. So you have a good day.
[AGENT][POSITIVE] You're welcome, and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Bye bye.