AccountId: 011433970860
ContactId: a931beeb-635a-4e71-a4a9-c5c89d48f959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262000 ms
Total Talk Time (AGENT): 105705 ms
Total Talk Time (CUSTOMER): 62069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a931beeb-635a-4e71-a4a9-c5c89d48f959_20250123T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII]. I'm calling on behalf of Mount Sina Medical. I was calling in regards to a claim issue.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number in question is.
[CUSTOMER][NEUTRAL] Let's see here 01524.
[CUSTOMER][NEUTRAL] 159 ML 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, sir.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with that claim information. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, date of service in question, ma'am, is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the billed amount?
[CUSTOMER][NEUTRAL] 4,981 82.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] We do not have a a claim on file from the facility.
[CUSTOMER][NEUTRAL] OK, now let me ask this question because we electronically billed you on [PII]. Would it have not already reflected over at APL already?
[AGENT][NEUTRAL] I would think so. I do have a claim in mind to be processed. Let me check and see if that's your claim.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Give me just one moment to get that pulled up and we'll see. I hate for you to send it again if we do have it in the system.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] No problem, go right ahead.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, I'll have to do it another way. It's gonna be one of those days, [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I know it well.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let's see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 6424 total bill amount.
[AGENT][NEUTRAL] Now you said
[AGENT][NEUTRAL] OK, $4,981.82. That is the claim we have on file.
[CUSTOMER][NEUTRAL] Correct. Those were to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Make sure the EOB, yeah, the EOB reflects the deductible.
[AGENT][NEUTRAL] So we do have it on file. It is in line to be processed.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Has it been assigned a claim number already?
[AGENT][NEUTRAL] Not yet. Once it's processed, it will have a claim number.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And also [PII]
[CUSTOMER][NEUTRAL] What day was it it was received received the same day, [PII]?
[AGENT][NEUTRAL] Actually it was received on the [PII].
[CUSTOMER][POSITIVE] Interesting, OK.
[AGENT][NEUTRAL] And it is in line to be processed, normally takes between.
[AGENT][NEUTRAL] Uh, 7 to 10 days normally.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, reference number for the call please.
[AGENT][NEUTRAL] The reference number is my name, in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, we are good to go.
[AGENT][POSITIVE] Oh, it's been a pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too ma'am thank you much for again for your time.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you. Bye-bye.