AccountId: 011433970860
ContactId: f20b83ee-6a0b-448c-93cb-f17638f7d441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85779 ms
Total Talk Time (AGENT): 38087 ms
Total Talk Time (CUSTOMER): 59887 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f20b83ee-6a0b-448c-93cb-f17638f7d441_20250425T15:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Mount Sinai Medical Center, and I'm trying to verify eligibility for a member.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure it's gonna be area code [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 1459144 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] it's.
[CUSTOMER][NEUTRAL] It's gonna be hospital outpatient for an ultrasound.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2500.
[CUSTOMER][POSITIVE] OK awesome any benefits remaining?
[AGENT][NEUTRAL] Um, the full amount is remaining. She hasn't used any so far this year.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] Is there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.