AccountId: 011433970860
ContactId: d83e46a0-c469-42f5-a55b-ff0b7e5cf0fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619590 ms
Total Talk Time (AGENT): 141993 ms
Total Talk Time (CUSTOMER): 111875 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d83e46a0-c469-42f5-a55b-ff0b7e5cf0fb_20250320T15:17_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Mount Sinai Medical Center, and I just need a little information on a, a paid claim on the, uh, check.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim um information. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Certainly, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Let me get back to that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Showing 02560582 M like Mary L like Lisa 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] [PII] for $8,242.44.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Now I just need to know if that was a single or a bulk check.
[CUSTOMER][NEUTRAL] Um, and if it's cleared.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said that was for [PII]?
[CUSTOMER][NEUTRAL] Mhm, of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm showing a claim number of 3354419.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] 354-491-9
[CUSTOMER][NEUTRAL] No 354-419 is what I'm seeing.
[AGENT][NEUTRAL] OK. And it was a check for $100 even?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK. Yes, ma'am. That was a single check.
[AGENT][NEUTRAL] And I'm showing um.
[AGENT][NEUTRAL] That it was issued on [PII].
[AGENT][NEUTRAL] And it cleared on [PII].
[CUSTOMER][NEUTRAL] You can get a copy of that clear check.
[AGENT][NEUTRAL] Um, I know I can get a copy of the explanation of benefits. Um, one moment, let's see if I can get a.
[CUSTOMER][NEUTRAL] No, I've already got that.
[AGENT][NEUTRAL] OK, one month.
[CUSTOMER][POSITIVE] Yeah I've already got the explanation of benefits mhm.
[AGENT][NEUTRAL] OK, let me place you on a brief hold and see if I can get a copy of the check. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thanks for holding. Um, yes, ma'am. We can um have a clear check sent to you. Um, I would have to put in a request and we just ask that you allow 5 to 7 business days for the processing of it and having it mailed out to you.
[CUSTOMER][POSITIVE] Sure, not a problem.
[AGENT][NEUTRAL] OK. And what's your mailing address? Is it the same on the claim? It's on the claim, or?
[CUSTOMER][NEUTRAL] Um, is there any way to fax it?
[AGENT][NEUTRAL] Um, yes. What's your fax number? We can fax it to you.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, and if they're unable to fax it, what's your mailing address? Let me get that just in case.
[CUSTOMER][NEUTRAL] Mhm, uh, it should be the same as what's on there [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And in either case can you put um in reference to and this reference number?
[AGENT][NEUTRAL] Yes, ma'am. What's the reference number?
[CUSTOMER][NEUTRAL] 962.
[CUSTOMER][NEUTRAL] 677.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] Forward slash 2007.
[CUSTOMER][NEUTRAL] 234565
[AGENT][NEUTRAL] OK, so that's reference number 962.
[AGENT][NEUTRAL] 67714/2007234565.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK. Thank you. And one moment. The claim is coming up. I just need to take a look at the image.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, actually on the image is Mount Sinai Medical Center [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Right, that's our mailing address if you can't fax it.
[AGENT][NEUTRAL] OK. All right. That's all the information I need. I'll get this request um sent to the, the department and they'll send this out to you. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a call reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, [PII], I appreciate the assistance. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Mhm