AccountId: 011433970860
ContactId: 10d71a0f-a74e-45ea-9a0d-33149ea1305e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124910 ms
Total Talk Time (AGENT): 62262 ms
Total Talk Time (CUSTOMER): 32241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/10d71a0f-a74e-45ea-9a0d-33149ea1305e_20250319T15:54_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] Hello, good afternoon. My name is [PII]. I'm calling from Mount Sina Medical Center.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] I want to verify the eligibility of the one of the patients.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02447352 ML 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] The active policy number will be 02581840.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Inpatient hospital.
[AGENT][NEUTRAL] Inpatient calendar year allows $4000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have the reference number and your name please?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that would be everything, [PII]. Thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.