AccountId: 011433970860
ContactId: 190f3cf1-0c1b-4d5e-8396-0a645ba16d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159240 ms
Total Talk Time (AGENT): 69020 ms
Total Talk Time (CUSTOMER): 29633 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/190f3cf1-0c1b-4d5e-8396-0a645ba16d69_20250422T13:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? This is [PII] from Mount Sinai Hospital. I need to verify benefits on a patient please.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] 971103.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are wanting benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient, doctor's office?
[CUSTOMER][NEUTRAL] Outpatient home sleep study.
[AGENT][NEUTRAL] OK, any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We'll pick up
[AGENT][NEUTRAL] Up to
[AGENT][NEUTRAL] $4250 per calendar day.
[AGENT][NEUTRAL] And how is this gonna be coded? Is it gonna be coded as 12 in home or 22 outpatient?
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The whole
[AGENT][NEUTRAL] We'll pay up to 4250 per calendar day.
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment till we get the claim in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] You have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL, [PII]. You as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.