AccountId: 011433970860
ContactId: 19911d83-574a-4fe4-af19-f4ec0140a8d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173669 ms
Total Talk Time (AGENT): 60228 ms
Total Talk Time (CUSTOMER): 76329 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/19911d83-574a-4fe4-af19-f4ec0140a8d7_20250130T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. I'm calling to check eligibility for one of our patients here.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, of course, um, see.
[CUSTOMER][NEUTRAL] Callback number will be [PII].
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, yes. Um, that will be 01661946 M as in mom, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number that you provided um termed on [PII], but there is an active policy. Let me give you that policy number when you're ready.
[CUSTOMER][POSITIVE] OK, yes, I'm ready.
[AGENT][NEUTRAL] OK, it's 256-510-1.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] OK, so just to verify the member ID that I provided you that um um has already um.
[CUSTOMER][NEGATIVE] Expired so with the this one that you gave me 256-5101 is still active from [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct. OK, perfect so um the previous one expired on [PII]. Do you have a beginning date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, and, uh, um, by any chance do you have a timely filing for repro claim?
[AGENT][NEUTRAL] No, there's no timely filing limit as long as the policy was active on the data service.
[CUSTOMER][NEGATIVE] No, this one sounds.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, can I get a reference number, [PII]? That's all the information I needed to know.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you for the information have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye