AccountId: 011433970860
ContactId: eea2406a-1ba5-4479-8f3c-845a4b053fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232149 ms
Total Talk Time (AGENT): 73366 ms
Total Talk Time (CUSTOMER): 108003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/eea2406a-1ba5-4479-8f3c-845a4b053fc7_20250606T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center, and I'm just calling in reference to a claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is. Bear with me here it is. Um 02478737 ML 8.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Sure, I have two dates. Um, [PII], the first one I have is for [PII]. The bill amount is for $40,612.94.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I know we're supposed to go on the portal [PII], but unfortunately since we don't have his uh the last digits of his social I can't check it.
[AGENT][NEUTRAL] Oh, OK, yeah, I.
[CUSTOMER][POSITIVE] So I had to call you guys. I'm sorry about that.
[AGENT][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, it looks like, let's see.
[AGENT][NEUTRAL] We received the claim on 5-20-2025. It was processed 523-2025.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And looks like we made a payment of 300 by a single check.
[CUSTOMER][NEUTRAL] Single check, OK, and you said the check was made on [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do you happen to have the check number?
[AGENT][NEUTRAL] My number is 204-63553.
[CUSTOMER][NEUTRAL] 53 OK and what would be the claim number on that one?
[AGENT][NEUTRAL] Uh, that claim number is 3605213.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any, is there gonna be any member responsibility?
[AGENT][NEUTRAL] Um, since we're a secondary plan, we can't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me check now.
[CUSTOMER][NEUTRAL] And let me know when you're ready for the next date.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][NEUTRAL] And the next one is for [PII]. The bill amount is $12,525.17.
[AGENT][NEUTRAL] Uh, it looks like that one was received same day, [PII], process 523-2025.
[AGENT][NEUTRAL] And we made a payment of 300.
[AGENT][NEUTRAL] Single check
[CUSTOMER][NEUTRAL] 300 as well.
[AGENT][NEUTRAL] The check number is 2046354.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 54 and the claim number on that one.
[AGENT][NEUTRAL] My number is 3605217.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right [PII], is there a call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name and today's date.
[AGENT][NEUTRAL] And then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK, and the initial.
[CUSTOMER][NEUTRAL] Uh, no, the initials of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you have a wonderful weekend.
[AGENT][POSITIVE] Thank you for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Thank you bye bye.