AccountId: 011433970860
ContactId: b79da076-8d83-4b0f-aa94-0a39bcf2d6f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267559 ms
Total Talk Time (AGENT): 69304 ms
Total Talk Time (CUSTOMER): 92030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b79da076-8d83-4b0f-aa94-0a39bcf2d6f8_20250204T18:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, who am I speaking to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm a medical provider and I need a claim status.
[AGENT][NEUTRAL] OK, I didn't understand your name. Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]. NHS for my last name is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. And I'm sorry, you said you're checking claim status or benefits?
[CUSTOMER][NEUTRAL] Claim.
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] 0215.
[CUSTOMER][NEUTRAL] Um, I'm sorry, let me start. 021-75474.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm pulling up the policy.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what's the date of service?
[CUSTOMER][NEUTRAL] Data service, [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $18,503.46.
[AGENT][NEUTRAL] OK, you were cutting in and out. Can you repeat the bill charge?
[CUSTOMER][NEUTRAL] Yes, that's 18,563, I'm sorry, 18,053.46.
[AGENT][NEUTRAL] 18503 or 563?
[CUSTOMER][NEUTRAL] 503.46.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] 46. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name of the hospital?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] OK, thank you. I'm showing a payment of $500 was processed on January.
[CUSTOMER][NEUTRAL] I'm sorry, when was the claim received?
[AGENT][NEUTRAL] Um, I'll give you that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that the claim was processed on [PII], issuing a payment of 500.
[AGENT][NEUTRAL] The received date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. That, and you pay $500. Do you have any check number?
[AGENT][NEUTRAL] The check number is 202.
[AGENT][NEUTRAL] 4088.
[AGENT][NEUTRAL] So this check has cleared on [PII].
[CUSTOMER][NEUTRAL] OK, and can you provide me the claim number?
[AGENT][NEUTRAL] That claim number is 355-4662.
[CUSTOMER][POSITIVE] 4662. OK. OK. So that's all I needed to know. Uh, thank you very much. Have a wonderful day, OK?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thanks for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.