AccountId: 011433970860
ContactId: 35e15b66-92e2-4392-afc6-2fd067a784be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181880 ms
Total Talk Time (AGENT): 85649 ms
Total Talk Time (CUSTOMER): 62780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/35e15b66-92e2-4392-afc6-2fd067a784be_20250512T15:05_UTC.wav
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[CUSTOMER][NEUTRAL] to the screen.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, good morning, um, this is [PII] from Mount Sina Medical Center. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good thank you. I just wanna verify uh patient benefits from a gap plan.
[CUSTOMER][NEUTRAL] What information do you need from me?
[AGENT][NEUTRAL] I'm sure
[AGENT][POSITIVE] I'm sure, name and I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Let me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, 02.
[CUSTOMER][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, the number 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, first name [PII], last name [PII], [PII]
[AGENT][NEUTRAL] Thank you. Now I need his date of birth.
[CUSTOMER][NEUTRAL] And the date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, just, just a, uh, doctor's visit.
[AGENT][NEUTRAL] Um, for office visits, you said?
[CUSTOMER][NEUTRAL] Oh yeah, office visits, yes.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $2500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim and the co-pay for the office visit, um, for specialist office visits, we cover up to $50 and for um primary office visits, we cover up to $25 for the copay and um he gets 4 visits per calendar year.
[CUSTOMER][POSITIVE] Alright, well thank you so much for that information. Have a good one OK?
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, can I get a, uh, can I get a reference call number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you, I have a good one.
[AGENT][NEUTRAL] You do the same, name and thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] It was a pleasure bye bye.