AccountId: 011433970860
ContactId: ca3dbd70-17fe-4d06-92c2-a5ff73d2f2d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349730 ms
Total Talk Time (AGENT): 81387 ms
Total Talk Time (CUSTOMER): 121959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ca3dbd70-17fe-4d06-92c2-a5ff73d2f2d5_20250127T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good afternoon. This is [PII] calling from Mont Sinai Medical Center. I need to get the status of the claim, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] That is 02054833.
[AGENT][POSITIVE] Thank you for that. Let me pull this up.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this will be [PII], [PII].
[AGENT][POSITIVE] Thank you for that service.
[CUSTOMER][NEUTRAL] Da of service is [PII].
[CUSTOMER][NEUTRAL] Those amount.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 2,255.98 after primary 8, 750 even.
[AGENT][NEUTRAL] Let me take a look here one sec.
[AGENT][NEUTRAL] Alright I'm not showing any claim on file for that date of service. The members plan did terminate on [PII]. They don't have any other active coverage.
[CUSTOMER][NEUTRAL] Um, when was terminated?
[AGENT][NEUTRAL] 71 of 23.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, no other policy active, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What would be the reference number?
[AGENT][NEUTRAL] Uh, call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial, my name is [PII].
[CUSTOMER][NEUTRAL] OK. All right. Let me see if I have any other members.
[CUSTOMER][NEUTRAL] OK, I
[AGENT][NEUTRAL] You have another one, same patient or different?
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] It's 18635. I think that is incomplete.
[AGENT][NEUTRAL] 18635.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEGATIVE] That doesn't bring up anything for me. Do you have their name or?
[CUSTOMER][NEUTRAL] No, no, hold on.
[CUSTOMER][NEUTRAL] That will, no they, OK, hold on.
[CUSTOMER][NEUTRAL] So it will be 02288203.
[CUSTOMER][NEGATIVE] Never mind, you, you guys won't have this claim.
[CUSTOMER][NEGATIVE] Because we, we, they entering the wrong information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me provide you some other number.
[CUSTOMER][NEUTRAL] OK, I do have another member.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ID number is 02321251.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is going to be.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And date of service?
[CUSTOMER][NEUTRAL] [PII], with the gold amount of $44,032.82.
[AGENT][NEUTRAL] And it was [PII], correct? That's the date of service?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct. Yes.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] All right. I will go ahead and fax it then.
[AGENT][POSITIVE] OK, sounds good. Anything else I can check on for you today, [PII]?
[CUSTOMER][POSITIVE] Not at this moment. Let me take care of this. Thank you very much. Appreciate it.
[AGENT][POSITIVE] You're welcome. You have a good day. Bye bye.
[CUSTOMER][NEUTRAL] I.