AccountId: 011433970860
ContactId: e1d464f7-d339-4b31-8522-1e4a3d1ddcd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199910 ms
Total Talk Time (AGENT): 98255 ms
Total Talk Time (CUSTOMER): 75671 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/e1d464f7-d339-4b31-8522-1e4a3d1ddcd2_20250115T15:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm a medical provider and I need your claim status.
[AGENT][POSITIVE] Yeah, I'd love to help you with claim status today, Ms. [PII]. May I have your phone number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. I really appreciate it. And the policy number?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 29601
[CUSTOMER][NEUTRAL] 7, M like Mary, L Larry.
[AGENT][NEUTRAL] You said
[AGENT][NEUTRAL] 02296017
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a moment to get that pulled up for you, my friend.
[CUSTOMER][POSITIVE] Thank you. How do you spell your name?
[AGENT][NEUTRAL] Oh, yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you. My name is [PII].
[AGENT][POSITIVE] Perfect. I appreciate that, Ms. [PII]. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. And what is the date of service on the claim we wanna look at?
[CUSTOMER][NEUTRAL] Uh, [PII]. My bill amount is $2,516.17.
[AGENT][POSITIVE] Perfect, and could you just verify for me the name of the facility on file?
[CUSTOMER][NEUTRAL] Sure, it's Mount Sinai Medical Center.
[AGENT][POSITIVE] Perfect. I do see that right here. I do show your claim was received on [PII]. It looks like we processed it [PII].
[AGENT][NEUTRAL] I am seeing that your claim number here is 3543055.
[AGENT][NEUTRAL] And your claim had benefits payable of $1450 with a check. Your check number is 2019202.
[CUSTOMER][NEUTRAL] OK, so you pay $1450?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you happen to have the day when they pay?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, let me, I'm pulling that up right now, those check details for you. I do know that the check was cut on the [PII], the same day it was processed, but let me see what else I have on it.
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show the check also cleared on [PII].
[CUSTOMER][NEUTRAL] OK, cleared, OK.
[CUSTOMER][NEUTRAL] So it's, that's the check date [PII]?
[AGENT][NEUTRAL] Yeah, that would have been the day it was issued.
[CUSTOMER][POSITIVE] OK, um, OK, [PII], so I guess that's all I needed. Thank you very much. Have a wonderful day, OK?
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] My pleasure. Thank you so much for calling us here at APL and I hope you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you, you too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.