AccountId: 011433970860
ContactId: 16c06f88-95f4-4b24-920b-3bb948383d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95279 ms
Total Talk Time (AGENT): 44688 ms
Total Talk Time (CUSTOMER): 38826 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/16c06f88-95f4-4b24-920b-3bb948383d69_20250108T23:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from Mount Sinai Medical. We are a facility. I need to verify coverage for outpatient hospital services, please.
[AGENT][NEUTRAL] OK, yeah, I can check those outpatient benefits for you, [PII]. um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02560582.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Calling for Ms. [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that. OK, uh, so the policy is active. Effective date was [PII], and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per calendar day basis, so it is $350 max per calendar day.
[CUSTOMER][POSITIVE] Per calendar day wonderful.
[CUSTOMER][POSITIVE] All right, I got everything I needed. Thank you so much, [PII]. I appreciate your help and your time. That's all I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.