AccountId: 011433970860
ContactId: 22ebf262-d823-493e-9c97-dc3d3674f944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144100 ms
Total Talk Time (AGENT): 60566 ms
Total Talk Time (CUSTOMER): 56246 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/22ebf262-d823-493e-9c97-dc3d3674f944_20250312T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Mount Sinai Medical Center. I'm calling on behalf of patient that I need to verify the benefits.
[AGENT][NEUTRAL] OK, I can assist with benefits. [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, plan in hospital benefits uh or outpatient benefits that the number?
[AGENT][NEUTRAL] I will take
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. 02011241 MLA.
[AGENT][NEUTRAL] OK, thank you very much, [PII]. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process, [PII], and you're calling for outpatient benefits. Let me help you with that. Um, before that, the policy shows effective as of [PII] policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We will pay up to $1500 for the calendar year for covered services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No copay.
[AGENT][NEGATIVE] No copay, no deductible to meet with this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is your, uh, reference number for this call?
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name [PII] last initial [PII], and today's date, [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] That's all and thank you you have a good day.
[AGENT][POSITIVE] You're very welcome. You too. Thanks for calling APL. bye.
[CUSTOMER][POSITIVE] Thank you bye bye.