AccountId: 011433970860
ContactId: 9f439f35-0081-4506-ab16-d5c6f0d80b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252429 ms
Total Talk Time (AGENT): 103955 ms
Total Talk Time (CUSTOMER): 82469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9f439f35-0081-4506-ab16-d5c6f0d80b1f_20250227T16:01_UTC.wav
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[CUSTOMER][NEUTRAL] I I
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for patient benefits please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEGATIVE] Oh it's all messed up. I'm sorry.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEGATIVE] The card they gave us is really messed up. um, let me see if compare it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Is it the certificate number, right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] 0244351.
[CUSTOMER][NEUTRAL] 6 ML 7.
[CUSTOMER][NEUTRAL] Put the group number in here.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And you're calling from which facility or location from my location?
[CUSTOMER][NEUTRAL] Um, Mount Sinai Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and you say you need benefits, so it's gonna be outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient hospital.
[AGENT][NEUTRAL] OK. And can you verify that date of birth one more time for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 6000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alrighty, and isn't there an accumulation yet?
[AGENT][NEUTRAL] I can check and let's see.
[AGENT][NEUTRAL] As of today, they have not used their benefits for [PII], so she still have the full amount available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, can I get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, if you will, Mr. [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Uh yes please thank you the name.
[AGENT][NEUTRAL] You're welcome. No problem. That's [PII], the initial is [PII].
[CUSTOMER][NEUTRAL] Got it, um, and just curious, I'm on the, um, APL portal trying to open an account with our tax ID. It's asking for a patient account number. Is that something you would have?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm sorry, you said a patient's account number for the uh online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, the online service center is only to get claims photos or submit claims, but, um, no, the number that is asking for is in box 26 of a claim.
[CUSTOMER][NEUTRAL] Got it so.
[AGENT][NEUTRAL] So if you have, yeah, mhm.
[CUSTOMER][NEUTRAL] Is there like a portal for the eligibility?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You have to call only.
[AGENT][NEUTRAL] Yeah. Yes, mhm.
[CUSTOMER][POSITIVE] OK, no worries then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Copy that. All right, thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was it bye bye.
[AGENT][POSITIVE] You're welcome and thank you for calling EPO. Have a good day.