AccountId: 011433970860
ContactId: e7aa322d-49c4-4219-9bf7-3b6a49d50cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 872739 ms
Total Talk Time (AGENT): 166171 ms
Total Talk Time (CUSTOMER): 314300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e7aa322d-49c4-4219-9bf7-3b6a49d50cfe_20250619T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. This is [PII] calling from Monsigning Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, that is 02458749.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And you're wanting to know if the claim was received?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is the date of service.
[CUSTOMER][NEUTRAL] Um, [PII] with the billed amount of 4,92693.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] It looks like we received this claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] It looks like we paid, claim number is 3,612,790.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] And it looks like we paid $511.40 towards this claim.
[CUSTOMER][NEUTRAL] 511 with 40. OK. And when did you guys make the payment? Pay on?
[AGENT][NEUTRAL] Let me get the check information for you.
[AGENT][NEUTRAL] It looks like we pro we issued this check on [PII]. The check is currently outstanding.
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] Do you need the check number? OK. It is 2049964.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] OK, bulk amount or single payment?
[AGENT][NEUTRAL] It's a single payment.
[CUSTOMER][NEUTRAL] OK, reference number?
[AGENT][NEUTRAL] So we don't have reference numbers for the call, but you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] OK, I do have another claim.
[AGENT][NEUTRAL] Is it for the same patient?
[CUSTOMER][NEUTRAL] I'm not sure, give me a moment, let me see.
[CUSTOMER][NEUTRAL] From the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it would be for a different one.
[AGENT][NEUTRAL] OK, give me just one moment one moment to close this one out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Give me a moment, please. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Trusted expertise Mount Sinai is known for. We're honored to be part of the vibrant Key West community and to support your health with more access, more convenience, and more care right where you live. To make an appointment, call [PII] or visit [PII].
[CUSTOMER][NEUTRAL] As summer heats up, protecting yourself from the sun becomes more important than ever. [PII] reminds you to practice sun safety by applying broad spectrum sunscreen, wearing protective clothing, and staying hydrated, especially during peak sun hours. Prolonged sun exposure can lead to sunburns, dehydration, and increase your risk of skin cancer over time.
[CUSTOMER][NEUTRAL] Whether it's preventive care or treating a sun-related concern, [PII] is here for you with expert medical services located right here on [PII].
[CUSTOMER][NEUTRAL] For more information or to schedule an appointment, visit [PII] or call [PII].
[CUSTOMER][POSITIVE] Mount Sinai Medical Center is pleased to offer MyChart, a free service that gives our patients secure online access to view their personal medical records and communicate with their Mount Sinai physicians. With MyChart, patients can send their doctors secure messages, view test results, request prescription refills, schedule appointments, and more, all from the convenience of the computer or smartphone.
[CUSTOMER][NEUTRAL] For more information or to sign up for your MyChart account, visit [PII] and click on the MyChart button.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling Mount Sinai Medical Center. We know your time is valuable, and we will be with you in just a moment. For information on the services offered at Mount Sinai, please visit our website at [PII].
[CUSTOMER][POSITIVE] Mount Sinai Medical Center is expanding to [PII]. We're excited to announce the upcoming opening of our brand new 33,000 square foot medical facility on [PII], bringing trusted Mount Sinai Care directly to your neighborhood. This new location will launch with primary care, offering convenient comprehensive services close to home.
[CUSTOMER][NEUTRAL] Additional specialties including urology and cardiology will be added soon. Further expanding access to high quality care in the community. Appointments for primary care are now available. Visit [PII] or call [PII].
[CUSTOMER][POSITIVE] Thank you so much for holding. I do apologize.
[AGENT][NEUTRAL] That's OK. uh, do you have the next patients, um.
[CUSTOMER][NEUTRAL] Hello uh.
[AGENT][NEUTRAL] You have the next patient's um policy number? OK.
[CUSTOMER][NEUTRAL] ID number.
[CUSTOMER][NEUTRAL] Yes, 021-23561.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] That will be [PII] [PII].
[AGENT][NEUTRAL] In the data service.
[CUSTOMER][NEUTRAL] Data of service will be 5-19-2025.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Alright, it looks like we received this claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3613.
[AGENT][NEUTRAL] 010.
[CUSTOMER][NEUTRAL] OK, 361 3.
[AGENT][NEUTRAL] 010.
[CUSTOMER][NEUTRAL] 010.
[CUSTOMER][NEUTRAL] The pay amount?
[AGENT][NEUTRAL] And it looks like we paid $2,686 towards this claim.
[CUSTOMER][NEUTRAL] OK. That was on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Check number.
[AGENT][NEUTRAL] It's 20499.
[AGENT][NEUTRAL] 38
[AGENT][POSITIVE] And it's a single amount check and it is an outstanding.
[CUSTOMER][NEUTRAL] Mm, give me a moment.
[CUSTOMER][NEUTRAL] Let me see if I do have another one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. OK. Next member ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, give me just one moment, let me close out this patient. Uh, were there any further questions on this patient?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] This was submitted today, and the other one was like on the [PII]. You think you guys will have the claim status?
[AGENT][NEUTRAL] Um, possibly. I can check in just a moment and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the next um policy number?
[CUSTOMER][NEUTRAL] 01823109.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is the date of service for this one?
[CUSTOMER][NEUTRAL] [PII], with the amount of 5,33694.
[AGENT][NEUTRAL] OK. And what was the date one more time? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm not showing a claim for that date of service.
[CUSTOMER][NEUTRAL] No, OK. What is your fax number?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much appreciate it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Great. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.