AccountId: 011433970860
ContactId: 00f21318-12c9-42cc-acbd-0ccaa70f792b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120250 ms
Total Talk Time (AGENT): 45021 ms
Total Talk Time (CUSTOMER): 47717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/00f21318-12c9-42cc-acbd-0ccaa70f792b_20250514T20:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] assist you.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on behalf of Mount Sinai Physicians. I was hoping to determine eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Well, could you provide me with the spelling of your name because I didn't catch it in the callback number.
[CUSTOMER][NEUTRAL] That'll be love [PII] like the emotion. callback number will be [PII].
[AGENT][NEUTRAL] That's the best way to explain it. Can I have a policy number for you?
[CUSTOMER][NEUTRAL] Uh yes, that would be.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I see there's two different, um, there's uh 017952.
[CUSTOMER][NEUTRAL] 49 M as in Mike L as in Larry, and the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active [PII]. This member has outpatient benefits of $1500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks goodbye.