AccountId: 011433970860
ContactId: a9e5118f-aaae-424b-b564-bf6bb778e8f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587520 ms
Total Talk Time (AGENT): 155585 ms
Total Talk Time (CUSTOMER): 179910 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a9e5118f-aaae-424b-b564-bf6bb778e8f3_20250610T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. This is [PII] calling from Sina Medical Center. I need to verify claim status. How do you spell your name?
[AGENT][POSITIVE] It's [PII] and then I can definitely check on that claim for you [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That will be 02458749.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright perfect thank you so much for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] So [PII] through [PII] with the billed amount of 78,166 33 cents.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Is it possible that it could be under a different tax ID [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Got it. OK, so it looks like we have not received that claim. I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is A.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I do have
[CUSTOMER][POSITIVE] Yes, I do have another member.
[AGENT][NEUTRAL] Uh, claimed, uh, for a different member you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you'll give me one moment I'll let you know and I'm ready for that policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, I appreciate your patience, [PII]. You can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] 02501736.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect thank you and then uh what was that date of service?
[CUSTOMER][NEUTRAL] For [PII] with the billed amount of $69,058.41.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and this was for the same uh this was the same tax ID right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we have not received this claim either Genesis.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] Let me put my notes. I do have another member.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] After the primary pay 3000.
[AGENT][NEUTRAL] Uh, for
[CUSTOMER][NEUTRAL] Just in case.
[AGENT][NEUTRAL] For this claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so I don't have any, uh, claims from, from this, uh, provider.
[CUSTOMER][POSITIVE] OK perfect um.
[AGENT][NEUTRAL] Alrighty, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for waiting. You could go ahead with that next policy number.
[CUSTOMER][NEUTRAL] 02583474
[AGENT][NEUTRAL] OK and the name and date of birth for this number?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for that and then what was that date of service please?
[CUSTOMER][NEUTRAL] [PII] with the bill with the amount of $123 with $235.23.
[AGENT][NEUTRAL] OK, I'm sorry, that was 123,125, is that right?
[CUSTOMER][NEUTRAL] 123,23523 cents.
[AGENT][NEUTRAL] 23. OK, thank you one moment.
[AGENT][NEUTRAL] Uh, do you happen to have that, um, remaining amount after major medical pay?
[CUSTOMER][NEUTRAL] Yes, $3,666.27.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And that you did say that was [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we've not received this claim either Genesis.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 15 OK.
[CUSTOMER][NEUTRAL] And I have.
[CUSTOMER][NEUTRAL] Let me see if I can find another one.
[CUSTOMER][NEUTRAL] Yes, um, let me know when you're ready.
[AGENT][NEUTRAL] OK thank you just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can go ahead with that next policy number.
[CUSTOMER][NEUTRAL] 02565943.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and then uh that date of service please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that bill out please.
[CUSTOMER][NEUTRAL] So the amount is $41,634.98.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, no, we don't have this claim on file either Genesis.
[CUSTOMER][POSITIVE] OK, perfect. Let me take care of this claim to fax it over, and I will call back if I have any other ones. Thank you very much. Have a wonderful day.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Sounds good, absolutely thanks you too bye bye.
[CUSTOMER][NEUTRAL] Bye.