AccountId: 011433970860
ContactId: 038656d9-efa9-48aa-8781-7afd9c7389f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108169 ms
Total Talk Time (AGENT): 40789 ms
Total Talk Time (CUSTOMER): 50881 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/038656d9-efa9-48aa-8781-7afd9c7389f7_20250317T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Good morning. Good afternoon, morning. My name is [PII], and I'm calling from Mount Sinai Medical. We facility in [PII]. I need to verify coverage for a patient that we have in common for outpatient hospital services, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number is 248. Wait, that's not it. That's the wrong thing. I'm so sorry.
[CUSTOMER][NEUTRAL] 02052160.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Calling from Ms. [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows 6600.
[CUSTOMER][POSITIVE] Wonderful 66.
[CUSTOMER][NEUTRAL] Outpatient hospital.
[CUSTOMER][POSITIVE] Alrighty then, that sounds about right. Thank you so much, [PII] for that information. I think I got everything I needed.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.