AccountId: 011433970860
ContactId: 0a0dd578-4600-48d8-8418-7619da0b0227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 49774 ms
Total Talk Time (CUSTOMER): 37563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0a0dd578-4600-48d8-8418-7619da0b0227_20250613T20:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify coverage please for one member.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Oh, I'm sorry about that, [PII].
[AGENT][NEUTRAL] You have a callback number I can get?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Policy number is 02415262ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Benefits for outpatient diagnostics.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to the deductible, co-pay or co-insurance, we'll pay up to $250 per calendar day.
[CUSTOMER][POSITIVE] 250 per day. OK. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.