AccountId: 011433970860
ContactId: 89682fd7-ea96-44d4-b09c-7cd425439d6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168470 ms
Total Talk Time (AGENT): 70468 ms
Total Talk Time (CUSTOMER): 57638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/89682fd7-ea96-44d4-b09c-7cd425439d6c_20250211T14:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify a patient's policy.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01693556 M for Mary, L for Larry, H.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK, and Ms. [PII], we have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK. So she is coming um coming up for a surgical procedure. What is um the amount that you guys cover?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me give you benefits and this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer and see with this one we cover an outpatient maximum of 1500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Be available. And it covers outpatient, co-pays, deductibles, and out of pocket?
[AGENT][NEUTRAL] In car insurance. Correct. Mhm.
[CUSTOMER][NEUTRAL] In insurance, so it's 1500.
[CUSTOMER][POSITIVE] Per day. OK. Thank you so much. Uh, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, so your name will be my reference number?
[AGENT][NEUTRAL] Yes, we don't have reference number so you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. You guys know, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you. Have a good one. Bye-bye.
[AGENT][POSITIVE] OK, you're welcome. You too, bye bye.