AccountId: 011433970860
ContactId: cd76c50d-3f25-4dac-9357-97f85709c5e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126089 ms
Total Talk Time (AGENT): 64379 ms
Total Talk Time (CUSTOMER): 37023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cd76c50d-3f25-4dac-9357-97f85709c5e7_20250117T15:21_UTC.wav
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[AGENT][NEUTRAL] You
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from Mount Sinai. I was calling to check eligibility and benefits for one of our patients.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and [PII], what's the policy number?
[CUSTOMER][NEUTRAL] That is 025-02537.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The patient's name, uh-huh, and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, uh, [PII]. You said that you're checking eligibility this outpatient facility benefits?
[CUSTOMER][POSITIVE] Yes, that is right.
[AGENT][NEUTRAL] Oh, OK, I have that information for you. Um, the effective date is [PII]. Policy is active at this time, and the maximum outpatient benefit is up to $2500. That is per calendar year, and this information is verification, not a guarantee of payment, um, currently at this time, let me see if any of that benefit has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show any of the [PII] benefit used at this time. And did you have any other questions we can help out with today?
[CUSTOMER][NEUTRAL] Just the um claims address please.
[AGENT][NEUTRAL] That's going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day, [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] You too bye bye. Thank you you too bye bye.