AccountId: 011433970860
ContactId: d57d19a1-f9cf-46ec-9aaa-e0c3ec75ac0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142710 ms
Total Talk Time (AGENT): 63268 ms
Total Talk Time (CUSTOMER): 36180 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d57d19a1-f9cf-46ec-9aaa-e0c3ec75ac0c_20250204T18:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So my name is [PII]. I'm calling from Mount Sinai, uh, in [PII]. I need to verify coverage for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 02505698.
[AGENT][NEUTRAL] Just one
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Calling from Mr. [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical, and this is gonna be for inpatient or outpatient.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] A patient?
[AGENT][NEUTRAL] Inpatient, OK, the inpatient maximum is 7900 per person per calendar year.
[CUSTOMER][POSITIVE] Wonderful. Anything has been applied as of today?
[AGENT][POSITIVE] I can check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, he has not used his benefits for [PII]. He still has the full amount available.
[CUSTOMER][POSITIVE] Wonderful thank you so much for that information. I think I got everything I needed.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII]
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.