AccountId: 011433970860
ContactId: 08935f64-3bff-4e67-9df4-7e012cdafd29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80360 ms
Total Talk Time (AGENT): 30184 ms
Total Talk Time (CUSTOMER): 39660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/08935f64-3bff-4e67-9df4-7e012cdafd29_20250327T14:36_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]. I'm, I'm calling you from Mount Sinai in [PII]. I have a patient being seen in the emergency room and I need to verify if a policy is active.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is, give me one second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 1,536,750 M for [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy lapsed on [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much thank you can I have a call reference number?
[AGENT][NEUTRAL] Was there anything else I can assist you with?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial.
[CUSTOMER][NEUTRAL] Just a call reference.
[AGENT][NEUTRAL] My name [PII], last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][POSITIVE] Thank you for calling APL.