AccountId: 011433970860
ContactId: aa433af3-7ca9-4c2e-94b4-51755ae74641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115589 ms
Total Talk Time (AGENT): 51060 ms
Total Talk Time (CUSTOMER): 39478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/aa433af3-7ca9-4c2e-94b4-51755ae74641_20250122T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry we got cut off. What was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical. We are a hospital in [PII]. I need to verify coverage for inpatient hospital services, please.
[AGENT][NEUTRAL] OK, yeah, I can check out eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02563055.
[AGENT][NEUTRAL] All right, thank you, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I'm calling for Mr. [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Can I get the coverage for inpatient hospital, please?
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and then I will let you know verification of coverage is not a guarantee of payment for claims, so the inpatient benefit is on a, let's see, so it's per confinement so per occurrence I guess um the maximum benefit is $2000 per confinement.
[CUSTOMER][POSITIVE] Confinement awesome.
[CUSTOMER][POSITIVE] Alrighty then, I think I got everything I needed. Thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.