AccountId: 011433970860
ContactId: 6c6688ec-adc5-4940-8a5f-bdfafc1404e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293529 ms
Total Talk Time (AGENT): 109651 ms
Total Talk Time (CUSTOMER): 128154 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6c6688ec-adc5-4940-8a5f-bdfafc1404e4_20250409T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Alright OK.
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling from Mount Sinai Medical Center, and I'm calling to verify um eligibility for a member.
[AGENT][NEUTRAL] Yes, of course, I can help you with eligibility today. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, 02585247.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like [PII]'s policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect and it does cover deductible out of pockets and coinsurances?
[AGENT][NEUTRAL] Uh, let me see what kind of.
[CUSTOMER][NEUTRAL] For it's supplemental to his Blue Cross Blue Shield.
[AGENT][NEUTRAL] Yes, it is supplemental to his uh primary insurance. Let me check his policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like he has an outpatient benefit for
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Calendar day amount and that is $1000.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, can I please, can I place you on hold really quick for me, please? Thank you.
[AGENT][POSITIVE] Oh, yes, of course.
[CUSTOMER][NEUTRAL] When every second counts, Mount Sinai's Hildebrant Emergency Center is equipped to provide life saving care. Our advanced emergency department features the region's only ECP. Hello, ma'am. Yes, sorry about that.
[AGENT][NEUTRAL] Hi, yes, I'm here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's a $1000 benefit a day?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, it is per calendar day, correct.
[CUSTOMER][NEUTRAL] OK and um what would be the claims address?
[CUSTOMER][NEUTRAL] Address.
[AGENT][NEUTRAL] The claim status, is that what you said?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you talking about the patient's address?
[CUSTOMER][NEUTRAL] No, the claim, the address to send the claims to.
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I turn a telephone a moment they do.
[AGENT][NEUTRAL] OK, so it would be [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it would be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and can I have a reference number for the call please?
[AGENT][NEUTRAL] Of course, it's [PII]
[AGENT][NEUTRAL] Last initial age and today's date.
[CUSTOMER][POSITIVE] Awesome thank you go ahead.
[AGENT][NEUTRAL] And then I, I also wanted to tell you on the front of the letter make sure that you put APL claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Yeah, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Yeah. Thank you. Bye.