AccountId: 011433970860
ContactId: 0c6de79d-46ea-43fa-977f-6ddea98b1f52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210059 ms
Total Talk Time (AGENT): 78333 ms
Total Talk Time (CUSTOMER): 90144 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0c6de79d-46ea-43fa-977f-6ddea98b1f52_20250220T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] speaking and I'm calling from Mount Sinai Medical Center. The reason of this call is just to um confirm benefits eligibility for outpatient facility.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] No idea.
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No problem. So you say your name was [PII] too, right?
[AGENT][NEUTRAL] No, ma'am, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, no problem. So my name is [PII].
[AGENT][NEUTRAL] And how do you say [PII]?
[CUSTOMER][NEUTRAL] You got it. Mhm.
[AGENT][POSITIVE] Oh, that's pretty. And what is the policy number, please?
[CUSTOMER][NEUTRAL] So, give me one second because I'm still documenting the account. So let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member ID is 024.
[CUSTOMER][NEUTRAL] 81567 M as in Mary, L as in Lily, 8.
[CUSTOMER][NEUTRAL] At the end, so 2009.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I see, I'm showing an effective date of [PII], policy is active. And you said for outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, so the, do you know what's the name of this um
[CUSTOMER][NEUTRAL] Gap insurance policy, it's it's American uh public life, right?
[AGENT][NEUTRAL] Uh, yes, ma'am. American Public Life or APL, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max up to $3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's the effective date again? You said it was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it covers, OK, so it covers up to.
[AGENT][NEUTRAL] $3000 per calendar year.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] And that has been used towards them.
[CUSTOMER][NEUTRAL] They got insurance, right?
[AGENT][NEUTRAL] Uh, let me double check. Give me one moment.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show any benefits have been used, so it is available.
[CUSTOMER][NEUTRAL] OK, could I please get a reference number?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help and I hope you have a great day ahead.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.