AccountId: 011433970860
ContactId: eaba1018-2c2e-442d-af80-2ccc6c4d9c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129720 ms
Total Talk Time (AGENT): 61758 ms
Total Talk Time (CUSTOMER): 56270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/eaba1018-2c2e-442d-af80-2ccc6c4d9c01_20250129T14:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATO. This is So[PII]How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi um good morning. What did you say your name is?
[AGENT][NEUTRAL] My name is So[PII]ast initial M.
[CUSTOMER][NEUTRAL] [PII]h, OK. Hi So[PII]My name is Ma[PII]I'm calling from Mont Sinai Medical Center. I'm calling to check benefits on a patient who's here in the emergency room as an outpatient, um, to do an exam, to do an ultrasound.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, sure, I can assist you with benefits, Miss Ma[PII]May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 78[PII].
[CUSTOMER][NEUTRAL] 58[PII]
[AGENT][NEUTRAL] [PII]hank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02110932ML 7.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] El[PII]Date of birth 4-[PII].
[AGENT][NEUTRAL] Mhm. Thank you. All right. And let me go ahead and get benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical. The effective date is No[PII]nd it is active at the moment. And let's see, we have an outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per person.
[CUSTOMER][NEUTRAL] Calendar year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and so he's um copay right now is $700 so, um, APL should cover that, correct?
[AGENT][NEUTRAL] Mhm. Sure, yeah, it's part of that benefit. Mhm, yes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, no problem, um, do you have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers, Mr. Al[PII]You can use my name in today's date if you will. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That'll be all thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATM sir. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah