AccountId: 011433970860
ContactId: e03f91e0-f791-443e-8505-5bcd63c67e6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226729 ms
Total Talk Time (AGENT): 86867 ms
Total Talk Time (CUSTOMER): 73145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e03f91e0-f791-443e-8505-5bcd63c67e6c_20250117T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Mount Sinai Medical Center, and I was calling about a claim process for one of our patients.
[AGENT][NEUTRAL] OK, yeah, I can look at that claim for you, [PII]. Uh, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then did you have the policy number?
[CUSTOMER][NEUTRAL] 01665208
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, did you have a claim number?
[CUSTOMER][NEUTRAL] Uh, let me see, give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not have a claim number, no.
[AGENT][NEUTRAL] That's OK. Uh, what was the
[CUSTOMER][NEUTRAL] Of the data service and the build out.
[AGENT][NEUTRAL] Yeah, I could do the data service please.
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and then uh the bill out please.
[CUSTOMER][NEUTRAL] $9,632.90.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, that amount, the $9,632.90 is that the amount, uh, before or after major medical paid?
[CUSTOMER][NEUTRAL] That's before.
[AGENT][NEUTRAL] Before, OK.
[CUSTOMER][NEUTRAL] Yeah, because the week looks like we got a payment of 3893 back in September and I'm trying to verify if I can get a copy of the EOB.
[AGENT][NEUTRAL] OK. You said this was Mount Sinai Medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I did find that claim. All right, you're just needing a copy of the EOB?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, do you have a fax number?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] OK and then would I just put this to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, I will get that sent to you. You should get it here in maybe 10-15 minutes depending on how busy your machine is.
[AGENT][NEUTRAL] Did you want that uh claim number?
[CUSTOMER][NEUTRAL] OK, may I have the claim?
[AGENT][POSITIVE] Oh yeah, of course.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Oh yes, OK, the claim number is 3473.
[AGENT][NEUTRAL] 775.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] Uh, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.