AccountId: 011433970860
ContactId: da6a5d3f-40a0-413e-868b-5ce5b3b046c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590950 ms
Total Talk Time (AGENT): 100192 ms
Total Talk Time (CUSTOMER): 92154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/da6a5d3f-40a0-413e-868b-5ce5b3b046c2_20250324T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling from a provider as well facility to uh check on the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, uh, my name is [PII] Uh, my last initial is [PII] uh, my callback number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. And um may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, uh, the patient's name is [PII]. Uh, her date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 1719359.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Uh, so date range is gonna be [PII].
[AGENT][NEUTRAL] OK, and then can you please give me the charge amount?
[CUSTOMER][NEUTRAL] Sure, total charges are $2,349.70.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance was uh paid their part?
[CUSTOMER][NEUTRAL] Oh yeah, 300.
[CUSTOMER][NEUTRAL] Dollars even.
[AGENT][NEUTRAL] OK OK and may I have the facility you're calling from Kendra?
[CUSTOMER][NEUTRAL] Sure it is Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] Of Flo.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me.
[AGENT][NEUTRAL] I do show um that the claim has been paid.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, let me give you the check number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number is 181.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2843, it was paid in the amount of $300.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The issue date was [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the check cleared on [PII].
[CUSTOMER][NEUTRAL] OK, um, can I have the claim number that's associated with it?
[AGENT][NEUTRAL] Yes, ma'am. It's 336-2301.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, next question, could I get, is there a way I can get a remit as well, or ELB sent to us?
[AGENT][NEUTRAL] Yes, can you please give me your fax number and I'll send that to you.
[CUSTOMER][POSITIVE] Oh yeah, absolutely, um, our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, alright, I'm gonna put you on a quick hold. I'm gonna get that fax ready for you and send it on over and I'll be right back.
[CUSTOMER][POSITIVE] Great OK thanks.
[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.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Perfect, thank you very very much. um, do you guys provide call reference numbers? Oh, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] I thank you again you have a good one.
[AGENT][POSITIVE] You have a good week. Thank you for calling the APL. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Oh no ma'am, you've been more than helpful.
[AGENT][POSITIVE] Alright, thank you very much for calling ATL Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Have a good one bye bye.