AccountId: 011433970860
ContactId: d50e3540-6ee8-402b-bcc9-e9e712a1a724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179399 ms
Total Talk Time (AGENT): 81124 ms
Total Talk Time (CUSTOMER): 81377 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d50e3540-6ee8-402b-bcc9-e9e712a1a724_20250617T17:21_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from Mount Sinai Medical Center. Um, how you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing great thank you. Uh, I would like to verify the patient's benefits for um his car insurance that insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you spell your name for me please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Last name [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you and may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, callback number [PII].
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 0254.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] M as in [PII] Lima, and the number 7.
[AGENT][NEUTRAL] Patient name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for benefits is that for outpatient, inpatient, or an office setting?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh yeah, office visit specialist.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For the office visit fee. This policy does not cover that fee, but for a procedure that is rendered within an office setting, the member does have up to 2000 per calendar day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That will go towards the primary insurance deductible, co-insurance, or co-pay for the procedure. This policy is for sickness and injury only. It does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, just can I get a reference code number, please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], which is spelled T E R R E K I A with the last initial of H and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you, thanks, [PII]. I appreciate it. Have a good one.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.