AccountId: 011433970860
ContactId: 1e5c34bf-f30a-405f-872e-c350763475f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70800 ms
Total Talk Time (AGENT): 25289 ms
Total Talk Time (CUSTOMER): 38911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/1e5c34bf-f30a-405f-872e-c350763475f6_20250409T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'm calling you from Mount Sinai Medical Center in [PII]. I have a patient that has uh APLS secondary insurance, and I need to verify if the policy is active and as of when?
[AGENT][NEUTRAL] OK, absolutely, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 02545505M for [PII] for Louis 7.
[AGENT][POSITIVE] Alright thank you so much and then do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] [PII] thank you so much and thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Not a problem, bye-bye.