AccountId: 011433970860
ContactId: 9f21ad07-e332-49f2-8548-0f3da14cb9bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116010 ms
Total Talk Time (AGENT): 54889 ms
Total Talk Time (CUSTOMER): 40792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/9f21ad07-e332-49f2-8548-0f3da14cb9bb_20250429T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII], and I'm calling from a hospital, Mount Sinai Medical. I need to verify coverage for outpatient hospital services, please.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number 02497618.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Calling for Mr. [PII], uh [PII].
[AGENT][NEUTRAL] 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 hospital.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 7900 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Thank you so much for that information. I appreciate your help. I think I got everything I needed.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling ATL and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too great rest of your week.
[AGENT][POSITIVE] Mhm. Thank you. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.