AccountId: 011433970860
ContactId: ad1592b5-6fe2-4870-9969-97c09f5db1df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176970 ms
Total Talk Time (AGENT): 81181 ms
Total Talk Time (CUSTOMER): 50448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ad1592b5-6fe2-4870-9969-97c09f5db1df_20250418T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Mount Sinai Medical Center.
[CUSTOMER][NEUTRAL] I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the benefits and eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 23099 ML
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today? Um, would it be outpatient?
[CUSTOMER][NEUTRAL] Yes, it would be outpatient.
[AGENT][NEUTRAL] OK, so for outpatient the
[CUSTOMER][NEUTRAL] Outpatient lab
[AGENT][NEUTRAL] OK, for outpatient, the policy will pay up to $500 per calendar day. Um, she does, or they do have the um independent lab writer, so, uh, like course diagnostic lab or, um, could be covered up to that $500 per day.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Yes, so each day she has a $500 max that she can use towards outpatient expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it here.
[CUSTOMER][POSITIVE] Perfect. And the deductible.
[CUSTOMER][NEUTRAL] Is there like a
[CUSTOMER][NEUTRAL] An amount that the patient has already met.
[AGENT][NEUTRAL] Um, hold on one moment. Let me check this policy to see if there's a deductible.
[AGENT][NEUTRAL] No, there's no deductible. This is their secondary policy, so we apply to the co-pay, deductible and co-insurance of coverage charges after United Healthcare.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, thank you, is there a reference number for the call?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. Again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.