AccountId: 011433970860
ContactId: 7ca55ca5-8527-44a2-9ffb-da64abdeabf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155479 ms
Total Talk Time (AGENT): 59860 ms
Total Talk Time (CUSTOMER): 52966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7ca55ca5-8527-44a2-9ffb-da64abdeabf3_20250331T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] you
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with AP.
[CUSTOMER][NEUTRAL] I cannot hear you. You're oh.
[CUSTOMER][NEUTRAL] OK yeah now.
[AGENT][NEUTRAL] This is [PII] with ATL. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I think I heard. Um, my name is [PII]. I'm calling from Mount Sinai Medical. We are a hospital and I need to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify coverage and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be uh that's the back, where's my friend. OK. 02444945.
[CUSTOMER][NEUTRAL] And I need inpatient hospital coverage, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is going to be [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on the policy is going to be [PII]. We are the secondary insurance, so it does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] Uh, looks like on this patient's plan, let me see.
[AGENT][NEUTRAL] What the inpatient benefit allotment is one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK, so it looks like the inhospital benefit maximum is 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] 789 per calendar year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Thank you so much sir. I think I got everything I need I appreciate your help and your time.
[AGENT][POSITIVE] Not a problem, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.