AccountId: 011433970860
ContactId: 25df2b75-b614-4815-8cc5-f7064565a8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128910 ms
Total Talk Time (AGENT): 57841 ms
Total Talk Time (CUSTOMER): 51816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/25df2b75-b614-4815-8cc5-f7064565a8b2_20250402T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] and I'm calling from a facility in Florida, Mount Sinai Medical. I need to verify coverage for outpatient hospital services, please.
[AGENT][NEUTRAL] OK, I'm happy to check on coverage [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Policy is 01897629.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is going to be for Miss, is that an [PII] or an [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you for that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So, patient does have an active plan. The effective date is [PII]. It is a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Alright, that policy is gonna be 0250.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1736.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] 6124.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And where the members secondary insurance, so this will pick up deductible, co-pay, co-insurance, the primary does not. This is verification of benefits, not guarantee of payment, and their outpatient benefit max is $3000.
[CUSTOMER][NEUTRAL] 3000 for outpatient.
[CUSTOMER][POSITIVE] Wonderful and that is per calendar year, correct?
[AGENT][NEUTRAL] Mhm, yeah, and it doesn't look like.
[CUSTOMER][NEUTRAL] Or, or is it a plan year?
[AGENT][NEGATIVE] Calendar year and they haven't used anything.
[CUSTOMER][NEUTRAL] Calendar.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Well thank you so much [PII]. I think I got everything I need I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.