AccountId: 011433970860
ContactId: a01ebf95-c0ef-4f13-af34-705032833a11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114349 ms
Total Talk Time (AGENT): 54554 ms
Total Talk Time (CUSTOMER): 49961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a01ebf95-c0ef-4f13-af34-705032833a11_20250203T23:35_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 again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII], I heard [PII] I'm sorry. My name is [PII].
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] And I'm calling from Mount Sina Medical. We are a facility in [PII], and I need to verify coverage for outpatient hospital services, please.
[AGENT][NEUTRAL] Sure, I can check those outpatient benefits for you. Um, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you and then do you have with you?
[CUSTOMER][NEUTRAL] I do have a policy number.
[CUSTOMER][NEUTRAL] 02463571-ML8.
[AGENT][NEUTRAL] Thank you. What was name and date of birth for the insured?
[CUSTOMER][NEUTRAL] This is going to be for Mr. [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. So their outpatient benefit is on a per calendar day basis. It is $500 max per calendar day.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 500 per calendar day, got it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Wonderful. OK, I think I got everything I needed. Thank you so much. I appreciate your help and your time.
[AGENT][NEUTRAL] OK, yeah, did you have any other questions for me?
[CUSTOMER][POSITIVE] No ma'am, that will be all thank you so much again.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.