AccountId: 011433970860
ContactId: d77e1bfd-b3be-4957-918d-b80817159793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111760 ms
Total Talk Time (AGENT): 41234 ms
Total Talk Time (CUSTOMER): 28299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d77e1bfd-b3be-4957-918d-b80817159793_20250402T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mount Sinai. I need to verify benefits for one member, please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02478737 ML8
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. I'm showing a policy effective date of [PII]. Uh, this policy is active at this time and we're checking benefits for what type of services is in an office or outpatient facility?
[CUSTOMER][NEUTRAL] It's an outpatient facility for a CAT scan.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $300 per calendar day.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payments. And did you have any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] Nothing at all. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thanks for calling APL.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.