AccountId: 011433970860
ContactId: cb42d97c-c21b-436f-bb70-9043f3baac0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205119 ms
Total Talk Time (AGENT): 81184 ms
Total Talk Time (CUSTOMER): 60760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cb42d97c-c21b-436f-bb70-9043f3baac0e_20250312T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Your name is what?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm calling to get the status of the claim or if you guys receive a claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that is 01823108.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] with the billed amount of 12,981 47 cents.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] Is this for Mount Sinai Medical Center ER?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] And it paid out for $500 even.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And the claim number is 356.
[AGENT][NEUTRAL] 9802.
[AGENT][NEUTRAL] And it only paid out 500 because this is the daily benefit maximum for outpatient services under this policy.
[CUSTOMER][NEUTRAL] OK. And this paid one?
[AGENT][NEUTRAL] Um, it paid on.
[AGENT][NEUTRAL] It paid on [PII].
[CUSTOMER][NEUTRAL] A single payment or both amount?
[AGENT][NEUTRAL] It was a single payment.
[CUSTOMER][NEUTRAL] Um, that was paid with a check.
[AGENT][NEUTRAL] Yes, a $500 check and the check number is 203.
[AGENT][NEUTRAL] 0565.
[CUSTOMER][POSITIVE] Perfect. Uh, what would be the reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you very much. Have a wonderful day.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was fun.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.