AccountId: 011433970860
ContactId: 61e59616-f9bc-4f61-8234-d8cb384a8fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128979 ms
Total Talk Time (AGENT): 50618 ms
Total Talk Time (CUSTOMER): 51209 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/61e59616-f9bc-4f61-8234-d8cb384a8fbf_20250605T16:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center. I have a patient that's coming in for a procedure tomorrow and she gave me this, um, gap, uh, coverage so that I can verify her benefits.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and liability today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, so she only had the group number, um, is that OK?
[AGENT][NEUTRAL] Uh, do you have a social?
[CUSTOMER][NEUTRAL] I don't have a social name and last name, date of birth.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] It's um [PII] Last name is [PII]
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and let me give you that policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's 026.
[AGENT][NEUTRAL] 04123 and are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's for outpatient benefits.
[AGENT][NEUTRAL] I do show the calendar year maximum for outpatient is $3000.
[CUSTOMER][NEUTRAL] OK, and just to go over that number again is 026 04123?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright, and where, what's the claims address for this plan?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you very much have a have a nice day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye bye.