AccountId: 011433970860
ContactId: d02262b9-5a05-4ee0-a77e-a5b36862220f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159750 ms
Total Talk Time (AGENT): 84168 ms
Total Talk Time (CUSTOMER): 32688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/d02262b9-5a05-4ee0-a77e-a5b36862220f_20250619T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Mount Sinai Medical Center. I need to verify a member's policy.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. Uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02640093.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] What are the funds available?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Does he have a fund amount that he has available?
[AGENT][NEUTRAL] Yes, are we looking at inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Give me just a moment, I'll get that information for you.
[AGENT][NEUTRAL] OK, so that benefit amount is $4500 max per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK. What's your claims address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. And can I have a reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, um so my name is spelled [PII] A R A. last initial is A. And was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Of course, thanks you too bye bye.
[CUSTOMER][NEUTRAL] Bye.