AccountId: 011433970860
ContactId: d4dba797-723e-48bf-bf8d-7f1afc3ef1a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105540 ms
Total Talk Time (AGENT): 38313 ms
Total Talk Time (CUSTOMER): 41926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d4dba797-723e-48bf-bf8d-7f1afc3ef1a8_20250402T15:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify coverage please for one member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 22996
[AGENT][NEGATIVE] That doesn't sound right.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Let me see. Oh sorry, that's the group number. That's the group number. Let me look, hold on, let me look at the card.
[CUSTOMER][NEUTRAL] Um, the benefit number 02281481 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is um [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient diagnostic service benefits.
[AGENT][NEUTRAL] OK, and do you show the outpatient calendar year maximum is.
[AGENT][NEUTRAL] Alright, it's $3000 and I'm showing she hasn't used any, she has the full amount available.
[CUSTOMER][POSITIVE] OK. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.