AccountId: 011433970860
ContactId: 57491b1e-d502-4898-8fb1-3fc59fe1b4c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200699 ms
Total Talk Time (AGENT): 68632 ms
Total Talk Time (CUSTOMER): 56116 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/57491b1e-d502-4898-8fb1-3fc59fe1b4c1_20250207T21:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm sorry, what's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] I wanted to confirm a member's eligibility and benefits.
[CUSTOMER][NEUTRAL] Uh, for her medical deductibles.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say you're calling on behalf of a of a facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sign in OK.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number of the of the member?
[AGENT][NEUTRAL] Of the patient. Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] Let's see here it's the group number, right?
[AGENT][NEUTRAL] Uh, it's a policy certification number at the bottom. It should start with a 0, should be an inpatient and an outpatient number.
[CUSTOMER][NEUTRAL] Inpatient, OK.
[CUSTOMER][NEUTRAL] So I see 1484273.
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] I'm sorry, ML8.
[AGENT][NEUTRAL] And what's
[AGENT][NEUTRAL] OK, and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You end up being 10%.
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me give you the current policy number, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That number is 230-4095.
[AGENT][POSITIVE] And I'm showing an effective date.
[AGENT][NEUTRAL] Uh, January 1, 2023.
[AGENT][NEUTRAL] Showing the policy is active at this time.
[AGENT][POSITIVE] And the maximum outpatient benefit, let me get that benefit for you.
[AGENT][NEUTRAL] Is up to $9000 that is per calendar year and this information is verification, not a guarantee of payments and if you have any other questions, [PII], I can assist with today?
[CUSTOMER][NEUTRAL] That will be all thank you. Is there a reference number for the call?
[AGENT][NEUTRAL] Alrighty and you, you'll use my name in today's state as your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.