AccountId: 011433970860
ContactId: 16bfdd73-845c-43a5-a829-46ad8d17b401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193169 ms
Total Talk Time (AGENT): 70840 ms
Total Talk Time (CUSTOMER): 69559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/16bfdd73-845c-43a5-a829-46ad8d17b401_20250407T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Montsina Hospital. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Good good thank you for asking uh [PII].
[CUSTOMER][NEUTRAL] I need to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] [PII] Mount Sina Medical Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and may I please have a policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02496789.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh yes, patient have a baby.
[CUSTOMER][NEUTRAL] Need to check uh her eligibility, you know, the max that you have with her.
[AGENT][NEUTRAL] You said the patient is having a baby? Is that what you said?
[CUSTOMER][POSITIVE] Yes, you have a baby, yes.
[AGENT][NEUTRAL] OK, and is this for inpatient?
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] It is for the delivery? OK, thank you.
[CUSTOMER][POSITIVE] Impatient, correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim for inpatient, the member has up to $4000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] When was active with you?
[AGENT][NEUTRAL] Oh, the eligibility is 61 of 24.
[CUSTOMER][NEUTRAL] She's [PII] to [PII] and you still have that uh I mean that uh balance of 4000.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you so much. Can you give me a reference number, please?
[AGENT][NEUTRAL] Yes, the reference number is my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much and have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.