AccountId: 011433970860
ContactId: e5999f90-1d67-4a63-9d32-96ee79ac1177
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142020 ms
Total Talk Time (AGENT): 72161 ms
Total Talk Time (CUSTOMER): 45179 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e5999f90-1d67-4a63-9d32-96ee79ac1177_20250110T22:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify a member's policy, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01665208 ML8.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And you just need eligibility?
[CUSTOMER][NEUTRAL] Um, I need his benefits. He's coming in for outpatient surgical procedure.
[AGENT][NEUTRAL] OK. All right. 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 we have an outpatient maximum of $400 per day.
[CUSTOMER][NEUTRAL] OK, per day. Yeah, cause you say you guys cover everything. OK, so it's only 400. So, outpatient surgery, you're only covering 400.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] Per day. What is your um
[CUSTOMER][NEUTRAL] Claims address?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Can I have a reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today state if you will. Mhm.
[CUSTOMER][NEUTRAL] Oh, I just see your name.
[CUSTOMER][POSITIVE] Perfect. Thank you. Have a good day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.