AccountId: 011433970860
ContactId: 1b0d0c60-ecdc-4f57-804f-f94c781f59ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104800 ms
Total Talk Time (AGENT): 50675 ms
Total Talk Time (CUSTOMER): 37866 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1b0d0c60-ecdc-4f57-804f-f94c781f59ba_20250418T12:52_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] Good morning [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify a gap, um, a gap or meddling plan.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02458552 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] Patient is [PII].
[CUSTOMER][NEUTRAL] The date is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And any outpatient benefits?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar, yes, ma'am. Outpatient calendar year has a benefit amount of $5000.
[CUSTOMER][NEUTRAL] We know that.
[AGENT][NEGATIVE] And no benefit.
[CUSTOMER][NEUTRAL] Any accumulation to date?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great weekend.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.