AccountId: 011433970860
ContactId: d464b6c7-014f-46ff-b02c-7034f6dc2c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170470 ms
Total Talk Time (AGENT): 60707 ms
Total Talk Time (CUSTOMER): 76523 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d464b6c7-014f-46ff-b02c-7034f6dc2c56_20250303T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from Mount Sinai Medical Center for claim status.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02478737 ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is for $12,525.17.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So for [PII], let me do that one more time. I don't see a claim, but hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, there's no claim on file for Akiva for that data service.
[CUSTOMER][NEUTRAL] Hm, we had it show here that it was submitted on [PII] electronically. We did submit it to the primary carrier first they process and then the rest was, uh, then we submitted it, um, it to you guys on [PII] electronic.
[AGENT][NEUTRAL] To her
[AGENT][NEUTRAL] Um, what was the payer ID that you sent it to?
[CUSTOMER][NEUTRAL] Let me check um bear with me just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] See here I show what is this?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You 60801?
[AGENT][POSITIVE] OK, yes, that's the correct um payer ID, but we do not have a claim on file. You can, however, resubmit it for processing and we'll be more than happy to process it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure, and I can go ahead and um I'll have that resubmitted. What is the initial to your last name and is there a call reference number?
[AGENT][NEUTRAL] There's no call reference number, um but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect alright, [PII], thank you so much for your assistance and you have a wonderful day.
[AGENT][POSITIVE] You also thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.