AccountId: 011433970860
ContactId: 9f59b439-d63d-47ca-934a-6cca32f0eece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98059 ms
Total Talk Time (AGENT): 41672 ms
Total Talk Time (CUSTOMER): 43114 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9f59b439-d63d-47ca-934a-6cca32f0eece_20250403T15:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APM. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify the melink benefits.
[AGENT][NEUTRAL] So, can I get your name again? because I didn't get it when you provided it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], can I have a call back number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] policy is.
[CUSTOMER][NEUTRAL] 02538210 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. The member has outpatient benefits of $500 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, Day?
[CUSTOMER][NEUTRAL] No that was all thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] OK.