AccountId: 011433970860
ContactId: fd962adf-ba93-45e0-8c30-a67a5cf0618a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261260 ms
Total Talk Time (AGENT): 129984 ms
Total Talk Time (CUSTOMER): 96578 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/fd962adf-ba93-45e0-8c30-a67a5cf0618a_20250505T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center in reference to claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it is 01823139 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And may I have the date of service and the amount of the claim, Ms. By.
[CUSTOMER][NEUTRAL] It's for data service [PII]. bill amount is $7,701.78.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional. In one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's the initial to your last name sir?
[AGENT][NEUTRAL] No, it's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and that was [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, the claim is not on file as of today.
[CUSTOMER][NEUTRAL] Not on file. OK, let me check it says here submitted on.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 43, by any chance can you verify what the payer ID would be, uh, so I can request for this to be resubmitted.
[AGENT][NEUTRAL] OK the payer ID is 60801. Again, that's 60801. Now this is one of our secondary policies to the major medical, so we need the primary insurance attached to it. So the best way to send this one in is by fax or mail. Um, I can go ahead and verify that. Mhm.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the what's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the fax? I'm sorry.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 942-387-73659423 and you said the payer ID is what I'm sorry?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Perfect. Alright, so I'll just have it resubmit it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Do you need to verify the mailing address, [PII] just to make sure you don't have the old address.
[CUSTOMER][NEUTRAL] Let me check here what I have um I have a [PII].
[CUSTOMER][NEUTRAL] MS [PII]
[AGENT][NEUTRAL] That is the old address. So yes, you need to change and more than likely just went to the old address.
[CUSTOMER][NEUTRAL] OK, what's the new one?
[AGENT][NEUTRAL] Let me know when you're ready. OK, the new address is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII]. OK, let me know when you're ready for the zip code.
[CUSTOMER][NEUTRAL] my city.
[CUSTOMER][POSITIVE] Yeah, yeah, I'm ready.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. OK, and is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today date if you will, Miss [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK perfect will do.
[CUSTOMER][POSITIVE] Oh no, that'll be all thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome, bye bye