AccountId: 011433970860
ContactId: d9c99894-d100-453e-8f9f-765d5f40ce88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255039 ms
Total Talk Time (AGENT): 122029 ms
Total Talk Time (CUSTOMER): 82904 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d9c99894-d100-453e-8f9f-765d5f40ce88_20250407T18:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center for claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. It is 02478737 ML8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mm. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. What's the date of service and the amount of the claim? Can you hear me?
[CUSTOMER][NEUTRAL] It's the data of service is [PII]. Bill amount is $12,525.17.
[AGENT][NEUTRAL] Alright, and let me see if I can find this plan for you and that was for [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]. So what's the initial to your last name? I'm sorry.
[AGENT][NEUTRAL] Mm. All right.
[AGENT][NEUTRAL] It's OK. It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And let me see if this is your claim, hold on.
[AGENT][NEUTRAL] Now I just need to let you know that for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I did try to do that, but the thing is that the patient, we don't have the digits of the social, the last four, and there's no reaching him so.
[AGENT][NEUTRAL] Mm. Oh, OK.
[CUSTOMER][NEUTRAL] I had to call.
[AGENT][POSITIVE] Oh, it's OK. No problem.
[AGENT][NEUTRAL] All right. OK, I'm still waiting on the EOB to upload, OK. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, so it looks like we processed this claim on [PII] and we send a benefit amount of $12.34.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This was sent on [PII].
[AGENT][NEUTRAL] You need the claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Alright. The claim number is 3579282.
[CUSTOMER][NEUTRAL] 357-928-2 um was this process you said it was sent out [PII] it was a check that was mailed out?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it was processed on [PII]. Let me see what day was this send out.
[AGENT][NEUTRAL] OK, so that's [PII] bear with me.
[AGENT][NEUTRAL] OK, so that was a Friday, so it did not go out until the [PII].
[CUSTOMER][NEUTRAL] OK, so send out it was a single paper check for that amount 1234.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, yes. Do you need the check number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] All right, and the check number is 2034526, and that is a single check.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] And you said mail dot on [PII]?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, is there a call reference number still?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Sure, OK, will do. Well, thank you so much for your assistance so and you have a wonderful day.
[AGENT][POSITIVE] You're welcome and you as well. Thank you for calling APL. bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.