AccountId: 011433970860
ContactId: 1a35a2d2-70f6-42ac-ad04-aed161e59816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170470 ms
Total Talk Time (AGENT): 80353 ms
Total Talk Time (CUSTOMER): 53288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1a35a2d2-70f6-42ac-ad04-aed161e59816_20250325T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify a member's policy, please.
[AGENT][NEUTRAL] OK, I can help you with a member's policy and the eligibility. Um, can I please get your callback number, Miss [PII].
[AGENT][NEUTRAL] And uh uh you said you were calling from Mount Sinai. OK, thank you.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes. The, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is 01826191ML7.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK. She's coming in for a breast, um, not a breast, an ultrasound of the lower extremities.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to know what are her benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this is just to uh verify payment. It's verify coverage. It's not a guarantee of payment. Uh, she does have a calendar year benefit amount to go towards deductible, co-pay or co-insurance, um, for outpatient is $1500.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this policy is billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Benefits still available?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect. And can I have a reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a nice day.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL. There's nothing else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it. Thank you. Bye-bye.
[AGENT][POSITIVE] OK thank you you have a good day and thanks for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] You too.