AccountId: 011433970860
ContactId: ee5c484b-a0bd-4915-af82-231220f7e140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148059 ms
Total Talk Time (AGENT): 59851 ms
Total Talk Time (CUSTOMER): 38473 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ee5c484b-a0bd-4915-af82-231220f7e140_20250512T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from Mount Sinai. I'm calling to verify the benefits for patients.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Say it again, sorry?
[AGENT][NEUTRAL] You say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have 02291433 M as in Mike L as in Larry 7.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] And last name is spelled [PII], sorry, [PII]
[AGENT][NEUTRAL] OK, and you say you're calling for verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] For medical?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Medical inpatient?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification coverage. With this policy, we are secondary. We help with premium insurance deductible, copay and or co-insurance, and the patient has a benefit max up to 1500 per calendar year for inpatient.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, uh thank you for calling APL, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][NEUTRAL] Mhm.