AccountId: 011433970860
ContactId: 588f73a5-96f3-40ec-9739-ad19013bcc7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195649 ms
Total Talk Time (AGENT): 72793 ms
Total Talk Time (CUSTOMER): 77452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/588f73a5-96f3-40ec-9739-ad19013bcc7a_20250103T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, good morning. My name is [PII]. I'm calling from Mount Sinai Medical Center in [PII], and I just needed to verify benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. What is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's uh this one here is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is one second let me get it straight to you [PII] is that uh one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Her birth date is [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] OK, the policy number I have it right now.
[CUSTOMER][NEGATIVE] People like that shit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 1 2nd, 1 2nd.
[CUSTOMER][NEUTRAL] Let me go back in there. I see it probably I don't know if it is the right 11 sec.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, go ahead and take your time.
[CUSTOMER][NEUTRAL] I'm sorry for the card, yeah, 016.
[CUSTOMER][NEUTRAL] 788.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] Uh, yeah, ML7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits it's.
[CUSTOMER][NEUTRAL] 200
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] In 19.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that is bill yes that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] A supplemental, yeah, OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $2000 per calendar year and she has an outpatient benefit amount of $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK and you said your name again was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh sorry, thank you very much and you have a nice day, OK? Thank you. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, thank you for calling APL Rod you have a great day too.
[CUSTOMER][POSITIVE] Thank you. OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome.