AccountId: 011433970860
ContactId: cf315803-885a-40b7-8680-2a9ffe482e7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139570 ms
Total Talk Time (AGENT): 63450 ms
Total Talk Time (CUSTOMER): 58138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cf315803-885a-40b7-8680-2a9ffe482e7b_20250610T16:27_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] from Sinai Medical Group. I was calling to check eligibility and benefits on a patient.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's uh 02474390.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Is that for outpatient office visit?
[AGENT][NEUTRAL] OK. Actually, for services provided in office, I'm showing that there's no coverage under this policy. Um, I'm only showing coverage for inpatient and outpatient hospital services.
[CUSTOMER][NEUTRAL] Inpatient and outpatient. OK. Hospital, hospital. So she wouldn't be covered for outpatient office visit you, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK. So that's all the questions I have. If I could get your name, uh, the first initial to your last name, and a reference number for the call.
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. um for the reference number, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.