AccountId: 011433970860
ContactId: a96e53e1-4269-42a3-9eac-9ac1cce3dfac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337059 ms
Total Talk Time (AGENT): 85972 ms
Total Talk Time (CUSTOMER): 95707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a96e53e1-4269-42a3-9eac-9ac1cce3dfac_20250122T16:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII] calling from Sinai Medical Center. I need a copy of a remittance and a check front and back.
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Montsina Medical Center. I need to get a copy of a remittance EOB and then a copy of a check from them back for the proof of payment for a claim that was paid.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 01967095.
[AGENT][NEUTRAL] And [PII], could you provide me with a callback number for you and that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm [PII] [PII].
[AGENT][NEUTRAL] And do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, 3542786.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, that policy number you gave me is incorrect.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK, give me a moment. What is it?
[AGENT][NEUTRAL] 256-897-3
[CUSTOMER][NEUTRAL] 256 8.
[AGENT][NEUTRAL] 973.
[CUSTOMER][NEUTRAL] 73 OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Check number 2019282.
[AGENT][NEUTRAL] So that this check was cleared [PII].
[CUSTOMER][NEUTRAL] Yes, we need a copy of the remittance.
[CUSTOMER][NEUTRAL] And I check front and back, yes.
[AGENT][NEUTRAL] So you need a copy of the EOB?
[CUSTOMER][NEUTRAL] And this, this claim was paid 2,0682-83, correct?
[AGENT][POSITIVE] Yes, that is correct. It was sent out on the [PII]. It was processed, it was cleared [PII].
[AGENT][NEUTRAL] And a copy of the check front and back, I won't be able to give you that today however, I can put a request in to the finance department for them to request a copy of the check front and back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure thank you.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] 305
[CUSTOMER][NEUTRAL] 674.
[CUSTOMER][NEUTRAL] 2652.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I sent a copy of your EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Give me one moment I'll cover it you'll be fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 2019282. So the check number, would you like the check number?
[CUSTOMER][NEUTRAL] No, I have the check number everything else.
[AGENT][NEUTRAL] I sent a copy of the EOB.
[CUSTOMER][POSITIVE] Thank you very much that was all.
[AGENT][NEUTRAL] Alright, so I'm gonna send a request in for the finance department to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pull the check to get a copy of the front and back and send it to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that was all thank you very much have a wonderful day.
[AGENT][NEUTRAL] You do the fine, goodbye.
[CUSTOMER][NEUTRAL] Bye.