AccountId: 011433970860
ContactId: 9b994510-3d2f-4c86-8e17-d21d19214771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99800 ms
Total Talk Time (AGENT): 54161 ms
Total Talk Time (CUSTOMER): 29649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9b994510-3d2f-4c86-8e17-d21d19214771_20250521T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I am calling to confirm benefits for one member, please.
[AGENT][NEUTRAL] OK, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, area code [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 022-03935 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with copay, deductible and co-insurance after major medical pays, and we need to look at inpatient or outpatient benefits for this member.
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. That outpatient benefit is $6000 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course, OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that's it. I'm all set. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.