AccountId: 011433970860
ContactId: 92848640-97fd-42c9-a524-d2b66c43f9ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157759 ms
Total Talk Time (AGENT): 66793 ms
Total Talk Time (CUSTOMER): 67983 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/92848640-97fd-42c9-a524-d2b66c43f9ff_20250520T12:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Mount Sinai Medical Center. Yes, I'd like to verify patient benefits, just verify if this, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Gap insurance is active.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Yeah, 0245.
[CUSTOMER][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] The letter M as in Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII].
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient, yeah, outpatient office office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 5000 per calendar year and that's for the coinsurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for that information. Can I get a reference call number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be it thank you so much for your help have a good one.
[AGENT][NEUTRAL] OK. You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye bye.