AccountId: 011433970860
ContactId: f6c2ce2c-2006-44da-a149-348d8ed0fed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555739 ms
Total Talk Time (AGENT): 220186 ms
Total Talk Time (CUSTOMER): 136888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f6c2ce2c-2006-44da-a149-348d8ed0fed2_20250116T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling from Mount Sinai Medical Center. I'm calling to get the status of the claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [PII], if you don't mind, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that will be hold on let me 02, hold on, let me see under which the number they submitted.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK. So it will be under.
[CUSTOMER][NEUTRAL] 02458545
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, I might have misheard that policy number [PII], I apologize, um, would you mind repeating that for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02458545.
[AGENT][NEUTRAL] OK. Um, so that is what I've got. Um, I'm getting a different insured, uh, with that policy number though.
[CUSTOMER][NEUTRAL] Um, what about this one? 02458546?
[AGENT][NEUTRAL] 46. OK, let's try that.
[AGENT][NEUTRAL] Could you repeat the name and date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] This is for [PII].
[CUSTOMER][NEUTRAL] The last name [PII]
[AGENT][NEUTRAL] OK and the date of birth please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for that. Yes, it was the one ending in 6. OK and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the bill out please?
[CUSTOMER][NEUTRAL] Vold amount is 13,88739 after primary pay 3,489 even.
[AGENT][NEUTRAL] 3,489 even.
[AGENT][POSITIVE] One moment please. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I'm sorry, [PII], what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][POSITIVE] Perfect. OK, so I did find this claim. Uh, we did pay that full amount, the $3,489. Give me one moment, I will get that claim number and check number for you.
[CUSTOMER][NEUTRAL] When did you guys receive the claim?
[AGENT][NEUTRAL] Oh, let me get that. Give me just a moment.
[AGENT][NEUTRAL] OK, so this check or I'm sorry, the claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[AGENT][NEUTRAL] And did you want that claim number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, claim number is 3541095.
[AGENT][NEUTRAL] And then I've got that check information too when you're ready.
[CUSTOMER][NEUTRAL] How much
[CUSTOMER][NEUTRAL] Oh, how much was paid?
[AGENT][NEUTRAL] 3,489 even.
[CUSTOMER][NEUTRAL] Pay it on?
[AGENT][NEUTRAL] So it was issued on [PII] and I am showing that the check has cleared on [PII].
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] Check number is 2,018,340.
[CUSTOMER][NEUTRAL] Is there any way possible that you can send me a copy of the check from the back and the EOP?
[AGENT][NEUTRAL] I can send you a copy of the EOB. I don't know that I could send you a copy of the check. Um, give me just a moment let me get.
[AGENT][NEUTRAL] The EOB for sure. Did you have a fax number?
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] 305
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] 674.
[CUSTOMER][NEUTRAL] 212652.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and would I just put that to your attention [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will go ahead and get that sent to you. Um, I don't think I've got a way to be able to send you a copy of the check.
[AGENT][NEUTRAL] But I can send you this EOB.
[CUSTOMER][NEUTRAL] Um, is there any way possible that you can like request it to be sent?
[AGENT][NEUTRAL] A copy of it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me see. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright [PII], if you don't mind, um, I'm just gonna put you on a brief hold for just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can send you a copy of the clear check. Um, let me verify the address I've got. This is where the check was sent, um, I got a [PII]. Is that a good address to send it to?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, I will go ahead and have that submitted as well to be sent to you. Um, did you have any other questions for me? Yes.
[CUSTOMER][NEUTRAL] Um, can, can you send it via fax a copy of it?
[AGENT][NEUTRAL] Um, I don't know that I'd be able to send it via fax. I do have to request that information. I have the EOB ready on hand that I can just go ahead and send. I do have to actually request a copy of the check. Um, I'm not sure that I can fax it. It would most likely be a paper copy, um, but I can ask them if they're able to.
[CUSTOMER][NEUTRAL] OK. How do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, uh, so my last initia[PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] Yeah, you're very welcome thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.