AccountId: 011433970860
ContactId: 7a6718df-5f41-4f68-bf85-79df3f2adec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132360 ms
Total Talk Time (AGENT): 40448 ms
Total Talk Time (CUSTOMER): 57782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7a6718df-5f41-4f68-bf85-79df3f2adec0_20250403T13:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Mount Sinai Medical. We are a hospital in [PII]. I need to verify uh coverage for a patient we have in common, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits at ATD if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have it as 02064115.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is going to be for Ms. [PII] 22478.
[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].
[AGENT][NEUTRAL] And is this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] It's going to be for outpatient hospital.
[AGENT][NEUTRAL] I do show the outpatient per occurrence benefit is $500.
[CUSTOMER][NEUTRAL] $500 and I'm sorry you said per day or per calendar year?
[AGENT][NEUTRAL] Per occurrence.
[CUSTOMER][NEUTRAL] Per current?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I bother you with the claim's mailing address, please?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it is a [PII] effective.
[CUSTOMER][POSITIVE] Alrighty then, got everything I needed thank you so much. I really appreciate your help and your time.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.