AccountId: 011433970860
ContactId: 1f908bbc-326c-441f-865b-983121d2a29a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106739 ms
Total Talk Time (AGENT): 62723 ms
Total Talk Time (CUSTOMER): 29192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/1f908bbc-326c-441f-865b-983121d2a29a_20250502T18:21_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I'm trying to verify if the policy is active and its coverage.
[AGENT][NEUTRAL] I can help with eligibility and benefits. What's the policy number, please?
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] 024, 58749.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I appreciate that very much. Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, um, this policy has benefits for, um,
[AGENT][NEUTRAL] And here.
[AGENT][NEUTRAL] They're inpatient as well as outpatient benefits. Is there anything in particular that I could tell you about the policy?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, so what we'll do is we'll pick up the deductible, co-pay or co-insurance up to $4500 for outpatient services, um, includes outpatient hospital or cancer treatment, uh, independent labs, um, that sort of thing. Now that's just the verification of those benefits, not a guarantee of payment, and it looks like for the calendar year [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Those benefits did not, uh, [PII] has not used any of those benefits, so it looks like it's all available for her. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] OK, well thank you for contacting APO.